Big City Optical - West Loop On Randolph Street

The staff at this location were absolutely wonderful! I was visiting from out of town for a work event and realized I had forgotten my contacts. After showing my prescription, they kindly provided me with sample lenses, which was incredibly thoughtful and helpful. I'm so grateful for their generosity and truly appreciate their outstanding customer service.

When I lived in Chicago, I tried several optometry offices, and Big City Optical's West Loop location consistently stood out largely because of the staff, especially Michelle. I had VSP, and Michelle was incredibly knowledgeable about how to navigate and maximize my benefits. She always took the time to explain my options clearly and made sure I understood what was covered. I've also seen her training other team members, which gave me the confidence to know I was always in good hands even if she wasn't there. After leaving this office, I've had other experiences that simply paled in comparison. For example, one office told me VSP wouldn't approve my computer glasses, and they weren't willing to look further into it due to their frequent rejections from VSP. Based on my past experiences at Big City Optical, I knew this wasn't the case. At the last minute, I booked a cheap flight to Chicago to visit this location again, and once again, the experience was seamless and positive. On another occasion, when I had an issue with my glasses at another Big City Optical location, Michelle stepped in to help resolve it, even though she wasn't the one who was originally assisted me. She went above and beyond to make sure everything was taken care of. I'll always appreciate the care and professionalism I received here. Even though I'm no longer in Chicago, this location set a very high bar for customer service. Thank you for the service all those years.

Serena and Donte were SO helpful during my first visit. I walked in intending to restock my contacts and wound up leaving with contacts and new glasses I love that they helped me pick out. The doctor was also very comprehensive and kind, giving great recommendations for my eye care. Thank you all so much!!!

The staff and doctors are great. I am figuring out contact lenses, have tried a few trials so far. I understand the rule is 90 days to figure out which contact lens work. Trials ordered in November were received in February, that should not count towards my 90 day trial period. They are working with me with a condition that this is the last trials. The 90 day trial rule should be reconsidered by Big City. I should not be penalized for delays in receiving trials. My 90 days should be counted from the day I receive trials or ensure that trials are received timely within 3-5 business days.

Donte was instrumental in fixing the background issues I was experiencing for more than 9 months. 1 phone call with him, he resolved the issue and my contacts are on their way to my house. His exceptional customer service is the ONLY reason I will remain a patient and will be returning to the west loop location. Thank you Donte!

I visited this optometrist office recently, and unfortunately, I left feeling like I'd stepped into a retail store rather than a medical practice. I went in due to little irritation in my left eye, which I assumed would be a straightforward exam, especially since my eye exam is covered by my insurance. However, once I mentioned a little swelling, they quickly told me this would be a "focused visit" something different and, of course, billed separately (pay out of my pocket). The actual evaluation took less than 12 minutes, but it felt like every moment I was being sold something. I was told about dryness. When I mentioned using Refresh Tears, they immediately tried to sell their own tear drops and a three-step product regimen. The pricing was equally confusing. I was told the focused visit would be $50 by doctor, but at checkout I was charged $125 for an "office visit". After I questioned it, the doctor had to step in and clarify to the staff that it was $50. When my HSA card wouldn't load on my phone right away and I was trying to leave as quickly as possible because I felt uncomfortable with the staff's approach and the overall environment. The interaction felt more sales-driven than care-focused, which was disappointing given that I came in seeking medical attention. In my past experiences with clinics in India, Europe, and even some in the U.S., the emphasis has typically been on patient care rather than product promotion, so this felt noticeably different. I offered to pay with a credit card instead and was told there would be an additional credit card fee. The front desk also tried to upsell Optase eye masks, which added to the feeling that the focus was on sales. What makes this disappointing is that I had a great experience here last year with Dr. Christina Ngo and her staff, who were genuinely amazing. This time, with different staff and a different doctor, the experience felt very different. I wish the priority had been addressing my eye concern rather than navigating pricing and product pitches.

The nicest staff and people - unfortunately, I've been so disappointed for the past 6 visits trying to obtain contacts to course-correct my astigmatism. For the past 6 months, I've been open and flexible to working with them since they already accepted my annual insurance (otherwise I would've seen a different eye clinic), but I am ultimately leaving empty-handed without contacts. This experience is driving me to pay out-of-pocket somewhere else because I cannot afford to waste more time here seeing a fourth doctor (they've offered). During my experience here, I've seen 3 optometrists and they've all been relatively helpful in trying diagnose my prescription, and after finally getting my correct contact brand/prescription, they ordered the wrong brand of trial contacts and and full boxes. I'm appreciative of the time they spent trying to help, but I cannot recommend this business (or atleast this location) if you're looking for an efficient and capable team of professionals to quickly get you the contacts/glasses you need.

A couple of weeks ago, I went in for an eye exam and to purchase frames and lenses. When I checked in, I was told that my insurance would fully cover the eye exam, which I thought was great. After the exam, I was asked to look at frames. Once I finished, I was told that two pairs would cost $160, which again sounded like a great deal. I then asked how much my insurance would cover. After taking some time to review my information, they informed me that the exam was actually not covered and would cost $95, and that the frames and lenses would total $600. This was extremely frustrating, especially since I had initially been told the exam was "free." I ended up having to pay the $95 out of pocket due to this mistake, and the cost of the lenses was unreasonably high.Today, I went to Warby Parker and was charged $245 total, with my insurance covering $160 of that amount. It seems clear that my insurance was not reviewed correctly during my initial visit. While mistakes happen, I should not be responsible for paying $95 due to an error on their end