Total Vision Pleasanton

I had a retinal detachment emergency on the Saturday before the Superbowl and Total Vision was the only optometry place in the area that would do an optomap on short notice (that's what the retinal specialist told me to do - get an optomap immediately and send it to him). I'm extremely grateful for Total Vision stepping up on short notice in an emergency to help me. Unfortunately, at the time, their staff was unable to give me a digital version of the optomap photos, so they just gave me a paper printout. Later, I called to talk to the manager Katie, who generously took the time to send me the digital optomap images, for which I'm most grateful. We were happy regular patrons of Foothill Optometric before Total Vision bought them, and stopped going there because the new ownership was not up to standard. Now, I'm very, very grateful for the service they gave me in this emergency and I'm also grateful for Katie taking the time to do things right. I very, very highly recommend them!!

I had a wonderful experience at Total Vision. The staff was so welcoming and genuinely kind. From check-in to the end of my appointment, everyone was professional, attentive, and made me feel comfortable.

Very poor customer support. They don't answer phone calls or messages. To resolve any issue, I have to go to the office in person, but often the doctor is not there. As a result, I end up waiting until the doctor is available just to ask a simple question about my prescription. Feels very outdated and inconvenient service.

Jennifer served me while I was picking out three new pairs of glasses. She is smart, very pleasant and very efficient. I've been a customer for a long time (Foothill Optometric) and she is the best I've had helping me. Robert G

I've been seeing Dr. Lily for a few years and have always had a good experience. The appointment making process is easy and my visits in the office have been smooth. The staff are nice and also respond to calls/email inquiries timely. Dr. Lily is great - I don't feel like I am rushed in/out of each appointment, she takes the time to educate me and provide helpful guidance for my eye care.

My experience at Total Vision Pleasanton has been excellent. The staff and the practice manager, Katy , at the Pleasanton office are incredibly helpful. They assisted me in choosing the right frames and made multiple adjustments to ensure they fit perfectly and were comfortable.Their attention to detail and commitment to customer satisfaction truly stood out.

The doctor who treated me is good, but the staff are terrible. The first issue was that they didn't call me after my trial order arrived. I told them about it, but they said they did. However, I didn't see any evidences that they informed me at all. The second time, I called them about my request, and they promised to call me back about sending my documents to my insurance company, but they never followed up. The service at this optical store is truly awful!

This review is for two parts: (a) I had an eye exam given by Dr. Bonnie Lou. I think it is good, and she is friendly and professional. (b) About the eye glasses center: (visit 1) After having the eye exam, I was directed to the glasses center directly, without giving my prescription beforehand. A little bit creepy, right? So I basically went with them, thinking their service should be good. The specialist on that day is generally not helpful, and seems unwillingly to go through all of the options. That's still ok for me, as I am quite experienced on glasses. And I tried to find a frame and ordered lens from them. (visit 2) About one week later, I was noticed the pair of glasses have arrived, so I went to pick it up. I immediately found that the lenses are much thicker than the pair I currently have (from LensCrafters 4 years ago), while the prescription is exactly the same, and both of the lenses are supposed to be high index 1.74 ones. Also, the horizontal length of the frames are almost the same, which means the thickness on the horizontal edges should be similar between my old pair and the new pair. Anyone with some experience about glasses will know something is wrong, most likely the lens is not index 1.74, but some lower index, like 1.67. After presented my concerns, a specialist talked with me.What she was doing was basically trying to fool me. She even proposed to put the eye centers of the lenses on the centers of the frame. It's so unprofessional! After several rounds of arguing, she finally decided to send the pair of glasses back to the lab and see if they will do something to make the lens thinner. What I was expecting is that they will replace the lenses with the correct ones. (visit 3) About two weeks later (today), I went to pick the pair of glasses. What I found is that the edge of the lenses have been polished to kind of make it appear thinner. It's definitely something ridiculous to me, not mentioning that the lenses are still thicker than my old pair. Again, a specialist talked with me about my concern. This one seems even more dishonest, and tried to fool me all the time by mixing the vertical direction with horizontal direction. I felt basically humiliated. Anyway, they would not offer refund, and I basically wasted about $600 and the eye insurance for this year. UPDATE: Today (11/06) the district manager Marisol called me about my concerns, and I went to the office to talk with her. She has quite some experience and discussed the issue with me. Finally we realized the index could be correct, the increased thickness is likely caused by the new lenses are not as flat as my old pair. She offered to replace the lenses with flat ones. The experience today is quite helpful and let me feel that they do care about customers. Thanks Marisol for your help!