Montana Optometry

I have been using Montana Optometry for years, as has my entire family. We find them to be professional, courteous, and knowledgeable. They stock a great array of frames, including some really funky and hard-to-find designs from Europe, with a wide range of prices. Customer service is great. Honestly, there is a reason this place is a legend in Santa Monica. I want to make clear that I am a real customer with no connection with the place - they really do deserve this amazing review! It's hard to find this level of service.

Unfortunately, this review echoes others in regards to the staff, not the doctor. I've worked in customer service for the entire 30+ years I've been employed, with 14 of them in medical offices/settings, and this was a first for me. I called on Saturday 12/27 at 10:05am to try and sneak in for an exam before the end of the year - total long shot, and even said so to the person I spoke with (sounded like Zoe, but not positive because they never identified themselves), but figured why not try? To my surprise, I was told there was an appointment on Monday 12/29 at 3:30pm - huzzah! I even received a text at 1pm on Monday with a courtesy reminder of my appointment in a couple of hours. So you can imagine my surprise when I arrived for my appointment only to be told by Zoe (after not being acknowledged upon arrival while she continued her conversation with someone ) that they had tried "calling and texting me several times" to reschedule my appointment, with no response. She told me that the doctor had notified them A WEEK PRIOR of appointments on her schedule that she obviously wouldn't be able to honor because she's in Japan on vacation - obviously this didn't track because my appointment wasn't on the books at that time. When I showed my phone to Zoe with ZERO missed calls or texts (outside of the reminder), she said there was nothing they could do. I told her I understood, but wanted to get to the bottom of why I was even scheduled. I kept clarifying that my appointment had been made barely 48 hours prior, so nothing she was saying made sense - how is it that I received no calls/text to reschedule, but got the courtesy reminder? At no point did Zoe apologize for the error - instead she was incredibly dismissive (perhaps because SHE'S the one who made the mistake?), explaining she "doesn't know" and seemingly annoyed WITH ME! A sincere apology and taking accountability that the error was on their part, would've gone a long way. I won't be back.

If you would be annoyed by a hit-and-run, avoid this store! The clerk caused a thousand dollars' worth of damage and then pretended like he had nothing to do with it. I was about to file a police report. My husband needed to have lenses switched between 2 pairs of glasses, and Montana Optometry said that they would do it. We brought the 2 frames in and came back 30 minutes later. The desk clerk polished them and handed them to my husband, who put them on without looking at them. When we got home, he took them off and immediately noticed significant damage to both lenses. I called the store asking what had happened and if I should send pictures, but I was told to just see the manager on Monday. On Monday, the manager of Montana Optometry, David, said repeatedly that there was no way that the lenses could have been damaged in the manner which they were from changing the lenses. After spending 10 minutes hearing that there was no way that the lenses could have been damaged through this, I fully agreed with David that the normal process of lens exchange could not have caused the severe damage that did occur. I came to the conclusion that the normal process had not been followed, but David did not agree. I left the store being told that the lenses would not be replaced. Later, David called me and said that he was going to replace the lenses. He would not tell me what he discovered had actually happened, but he did say that the lenses were not changed in the normal manner. I completely understand that people make mistakes. I have no problem with mistakes. If I get an explanation and an apology, I will immediately forgive almost anything. Instead, the clerk denied that he caused the damage and then fabricated a story about how I had said that the glasses had been damaged by a fall, and that probably damaged the lenses as well. (I walked into the store in the middle of him reciting this story to David, but he had his back to me so I don't think he knew I was there. The glasses were not damaged from a fall and he knew that.) However, I do realize that the manager had no way of knowing that this new employee was doing this. What really got to be me was that a second employee also fabricated a story to make me look bad. I had called the store immediately and offered to send pictures to them but was told not to. When I went to the store on Monday, the manager asked why I had refused to send pictures earlier. He said the employee I spoke to on the phone had told him that they had asked for pictures, but I wouldn't send them. When a store has 2 employees who lie about what actually happened, it makes me think that this was not just 1 bad apple, but rather a culture of cheating customers. It is because there were 2 untruthful employees that I am so upset with the store. Clearly, this store has a problem with their employees acting dishonestly. If this is the culture of this store, it would be best to avoid it, or you might end up scammed.

**Appreciation post** I've been coming here the past 3 years and I honestly can't say enough great things about the Montana Optometry staff. They're so fun, kind, and helpful, and go above and beyond to make sure you leave happy, and looking fresh. They're always accommodating, and their selection of frames is always top notch. Big thank yous to David, Jazz, Zoe, Stephanie, and the whole team, appreciate you always lookin' out!

Made an appointment and went in never having an eye exam before. I was walked through the process and learned I needed glasses! I had all of my questions answered with kindness, and tried on a great range of glasses options! The team let me take my time picking my frames and I never felt rushed, even though it was close to closing. Looking forward to getting my new glasses!

Montana Optometry is a wonderful & professional (& fun) place to get my eyes tested - I still have them! Things were smooth & the staff were excellent. Highly recommended!

I've been coming to this shop for about 15 years! They're extremely helpful and on top of it. I have at least 15 to 20 pairs of custom tinted frames and I'm very particular where I buy my frames from and who does the lenses for me. Jazz helped me with The tinting of my lenses. Jazz you're the best. I used to only shop at OLIVER PEOPLES! But Montana Optometry is the best! If you want great product, great service don't go anywhere else.

Agree with the review that says the customer service is hit or miss. Sometimes friendly and helpful and then the next interaction is short and dismissive. Doctors are fantastic. You just have to decide if it's worth dealing with inconsistent customer service on the front end and in follow ups on their end.