Primary EyeCare Centers - Crystal Lake

From the moment I walked in they were so welcoming. I was a bit nervous about the visit so on guard a bit. But from the front desk, the person who did the preliminary tests, then to Dr Cleland, I really felt comfortable. What I really loved- LOVED- was that at the end when I was pricing my glasses, they didn't PUSH. I wasn't ready to purchase- of course I want to research all my options- and I got no push back. THAT is so important!! I was so happy after I left, confident in my eye health.

I recently contacted this office in an emergency early on a Saturday morning when my husband injured his eye. The office was able to fit him in that morning and he was seen immediately. They were kind and extremely helpful. They got him the care he needed and made us so comfortable. This office is fantastic and well a call for excellent care & support.

I've been coming here for hard contacts and glasses since before Covid and returned this year. The change in quality/service is both disappointing and infuriating. It's funny how when I'm late 12 minutes to my appointment it needs to be cancelled, but when I'm waiting 50 minutes & 35 minutes for two appointments it's not a big deal. The front desk staff always seems to have multiple people whenever I come in, but when I try to call there's only a 30% chance they'll pickup. I actually called multiple times one day and decided to come in and see what was up. As I walked in, I called the office and watched the lady at the front ignore my call right in front of me. I decided to give her the benefit of the doubt as I'd been coming for so long and had no issues with my contacts. Except this time around my gas permeable lenses had been sent back and refitted and now it's been twice where it's not comfortable and wearing it for 10 minutes and taking them off still makes my eyes red the whole day. Totally unacceptable and after paying hundreds of dollars and it taking 2 months of back and forth trying to get a hold of the office and poor quality contacts I've had it. I will not be returning and have decided to eat the cost because it's not worth dealing with this team. It's a problem from top to bottom. You guys always seem to be busy so I'm sure it's not a problem that I won't be coming here anymore. But to my fellow hard contact wearers please BEWARE!! I suggest trying someplace else because it's really not worth it and if my experience is anything like yours, you'll be exhausted, pissed, and out of hundreds due to an abysmal team.

Great and thorough exam. People are really friendly and knowledgeable. Big thank you to Dr John, Kasey, and Daniel.

I've been going to primary eye care for years. I call to order contacts today and it was $250 for one box for each eye. I ask for trials to get me thru until they come in and she says they don't have any. I then see online that I can get them way cheaper. I can and cancel and they were extremely rude then told me it would 7-10 days to get my money back. I work in finance and I know for a FACT it does not take that long to reverse payments. I'm extremely upset with this interaction and will be looking for a new eye care facility.

Turned away a family member who was having an eye emergency. My sister called the office FIVE TIMES and was finally able to speak to someone by the 5th call, only to be put on hold for 20 minutes... my family member was a routine patient and we arrived two hours before closing. When we arrived there were 6 employees just sitting at the front desk chit chatting. Told us to go to the ER for a foreign body (a piece of rust). Granted, we did not make an appt (because we couldn't reach anyone!!) but I have worked in eye care for several years and have never ONCE turned away a patient with a foreign body emergency. Poor customer service & lack of empathy. Will not be returning.

Really good i like so much very friendly team

I took my daughter here last year for her school eye exam. Everyone there was so friendly. Fast forward to February of this year, I scheduled myself an appointment. Jo, who did the beginning part of my exam was so nice and personable. I usually hate going to doctors because they seem cold half the time. Not this place. My mother in law loved it so much that now she's a patient here too. Also the selection of glasses that in insurance covered was awesome! I didn't feel like I only had 3 options to choose from. Between the doctors and staff you guys are all awesome! And I actually look forward to my next eye exam! Thank you!