Rowe EyeCare

Very busy small town practice with very professional and personable ownership. I hadn't had an eye exam in 3 years and needed new glasses. Probably the quickest and most efficient eye exam I've ever had considering my eye sight is pretty bad and requires three way progressive lenses. They carry a wide range of manufacturers' products. To top off the visit their pricing (I'm a cheapskate) was VERY reasonable.

A few times, I have been tempted to do what I am about to do today, but never have I actually gone through with it...until now. My 21 year old granddaughter got new glasses from Rowe Eye Care in November of 2016. In June of 2017, both legs had come off. I was told there was no warranty on the Guess frames, when in fact there is a two year manufacturer's warranty and if you can get past the staff at Rowe Eye Care, the distributor is happy to replace the damaged frames at no charge. I won't go into all the details of the unpleasantness, but I will say that I became concerned based on the tone of the initial conversation when I called to ask if the frames were under warranty. At the request of Rowe Eye Care I took the frames in for inspection. I was given every reason imaginable why the manufacturer might not honor the warranty but was told that Rowe would look into it and get back with me. After the specified time when I had not received a return call, I called them. The lady that answered the phone said she could not help me because the Doctor was not in and he had handled the situation personally. I asked for the name and contact number for the distributor of the frames and was told, "I will not give you that information. That is our business and not yours." Now, correct me if I am wrong, but once I buy a particular product, I believe that the supply channel is my business if I have an unresolved problem. I explained again, that my Granddaughter cannot function without her glasses and that we were leaving in less than two weeks for vacation and I desperately needed a resolution. To be fair, the lady contacted the Doctor and called back to say that they would handle the issue and that she could not promise, but the frames should be back before were scheduled to leave town. I again waited the specified time but heard nothing. Finally, I decided I'd better check a few days before we were to leave. I was told that the frames had been on back order, but had shipped the day before. I requested tracking information, but was told that the tracking number was not available because the frames had been ordered online....really??? At that point, I was convinced that we were not going to have repaired glasses before we left for vacation. I went to Rowe Eye Care to pick up the broken frames as they still had the prescription lenses in them. The doctor... I suppose he is a doctor, but I really don't know who he is... came out. He informed me that there was no warranty on the frames but that he had intended to handle the problem because he was concerned about my granddaughter's vision. Keep in mind that at least two weeks have passed since this started. He also told me that I should go somewhere else in the future... that is likely the one thing that he and I agree on!!! He actually scolded me for being confrontational with his staff! I will be the first to admit that I can be persistent, but I never, never used profanity nor did I raise my voice. They displayed an unwillingness to help me from the very beginning. In a nutshell, Rowe Eye Care is not honest about the manufacturer's warranty on their products, they are insensitive to their customers, they accused both my granddaughter and me of lying, and they are rude and unresponsive when confronted with complaints. To wrap this up, the next morning, I took the damaged frames along with the lenses to the Vision Center at Walmart. They helped me find frames that our lenses would fit into to get us out of a jam. I then proceeded to find and contact the distributor for Guess Eye Wear on my own. I left a voice mail and a representative returned my call, emailed me the instructions to process the warranty exchange and for the price of shipping the damaged frames back to the distributor, they were replaced. I am attaching a copy of my no charge invoice. If I could, I would give them minus five stars!!

Lauren (Rowe) is always super knowledgeable and helpful... However the front desk staff/receptionist are absolutely the worst. They are rude on the phone and in person. I'm so mad by the time I actually go back for exam it isn't worth the appointment. Changing to a new Dr TODAY!

Rude front desk ladies and my glasses came after 3 months since I ordered them. But my glasses were good so that's the only reason I gave them 2 stars.

They helped me get glasses for my daughter and have been the best eye center we have seen so far.

The staff was very helpful and my glasses came in way faster than expected!

Love the staff. Very friendly and will make you laugh. Excellent services. A bit pricey.

Great doctor