Primary EyeCare Centers - Edgebrook

This was my first time at Primary EyeCare Centers - Edgebrook and only my second eye exam of my adult life. I had no issue getting an appointment right away that worked for my schedule. I printed the new patient paperwork at home and had it filled out when I arrived for my appointment which seemed to streamline the process. The entire staff made me feel welcome and I was extremely pleased with the service I received and the quality of my glasses. I also had no insurance and paid out of pocket and I did not feel any type of pressure when picking out my new glasses. I would definitely recommend them.

First, I want to say that the competency and professionalism of the doctor my daughter saw at her appointment was top notch. My reason for the low rating is because of the front desk staff who give this place a horrible reputation. The reviews on the Primary EyeCare website are only the good ones--they make you believe that it's a great place! The reviews here are not so kind, but they are 100% accurate! I have had to make 3 trips to this place to pick-up my daughter's contact lenses and the paperwork needed to complete a rebate form. One trip should have been sufficient if the people at the front desk had been doing their jobs. I have had problems with Primary EyeCare in the past, but this has gone on long enough. We will not be returning. To the office: Don't bother responding with a generic, lame email that is supposed to make me feel like my complaint is valid and asking me to let you make it right. Too late!

I am writing to express my deep disappointment regarding my recent visit. I have been coming to this location for years and have always trusted the professionalism of this office. Unfortunately, my latest experience was so upsetting that I will not be returning. When I arrived, I was treated pleasantly at first. However, once the emplovee Lisa noticed that my foster daughter, who is African American, was with me, her behavior changed dramatically. From that point forward, she became noticeably rude, dismissive, and unprofessional. Her tone, attitude, and lack of courtesy created an environment that felt discriminatory and extremely uncomfortable. In addition to this shift in demeanor, Lisa repeatedly stopped what she was doing to check her phone, which she kept in a drawer beside her. She paused multiple times to text while adiusting my glasses, which was not only unprofessional but also concerning from a safety and quality-of-service standpoint. Her distracted and disrespectful behavior is far below the standards | expect from a medical office. Since Dr. Kittle left, I have observed a significant decline in professionalism and respect for diversity within this location management is no better. This experience was the final straw. It is disheartening to feel that a place I once trusted no longer fosters an environment of courtesy and respect. No patient should feel uncomfortable, disrespected, or treated differently based on who accompanies them. I am extremely disappointed and will be taking my business elsewhere after many years of loyalty.

Lady at the front desk called me today to cancel my appointment for my 12 Year old daughter again . She said we with your type of insurance we have to give the spot to someone else ! How dare you ! This is the 3 rd time they rescheduled it .I have appointment for my daughter on Jan 3 at 11am. So basically you are telling me someone else's eyes with better insurance are worth more then my daughters! Her glasses broke and she has been not wearing glasses for over a month ! And you guys reschedule my daughter appointment because of our insurance! This is a new low ! I see I'm not the only one being discriminated! I will reach out to the right department to make sure this doesn't happen to another parent !

I heard such great things about this place & then I made an appt. Not only did they change it, they said to be ther 20 min early to fill out paperwork, well I was a few minute late, plenty of time to fill out said paperwork, but the rude snot at the front said your late we cancelled your appointment, I work 3 rd shift to say I was angry was an understatement! How do you give an appt away that quick??? YOU DONT, how often have we all sat & waited well over our appt time?? This girl just thought she was just so smart & smug, never said let's reschedule or see if we have anything in a little bit, NOTHING JUST THAT SMUG LOOK, ! AND they had the nerve to text me that I need to reschedule, sorry folks already went somewhere else & was treated with extreme kindness! I wear both glasses & contacts so that's a bunch of $$ you just lost! The drs (owners) really need to do something about their snotty entitled rude front desk people!

If I could give them 0 I would, I always have used Zenni online, they have made my glasses with no problem and very good prices including anti glare and anti scratch, with no extra charge there are included, the reason I came here is because I have Medicaid, which pays for the glasses and exam, they only applied half and they charge for all the other extras, even with insurance they charged me over $100 and I don't even know for what because they didn't even put any anti scratch, the first ones they made I couldn't see, it was all blurry my glasses from over 2 years ago with Zenni where the best ones that I could see clear, I had to return them and wait again and still they are not that good but better than first time, I still see clearer with the ones from Zenni, all of the glasses I have from Zenni even the first one I order which is long time ago still work very clear, is a shame that a place take advantage of their prices, I asked for a copy with my eye distance and they are charging me $20 are you kidding me?, places like this should be shut down, any other place Medicaid pays for glasses and exam this people are rip offs I will never come back to this place. I will stick with Zenni even if I have to pay because they have all kinds of prices and styles and very cheap and all comes with anti glare and anti scratch included, wow for $105 I could have got even tinted glasses which my left eye needs because I have a condition that britness affects my eye, never again these companies are thief's. People check them out in the BBB they have an F go somewhere else these people don't care about there customers.

My husband has been waiting a full month to receive his glasses due to his frames being on back order yet was told nothing about it until he had to call the office to ask why it's taking his glasses so long to come in. And still, no glasses. With glasses taking on average 1-2 weeks to be made, you would except an office to inform you if the wait time is going to be double (or more) the average time. We would have ordered elsewhere had we been told the glasses were on back order. My husband had to go on an international trip without any sort of visual correction due to the office's inability to provide quality service to their patients, as a simple phone call would have been sufficient enough for us to have gotten a spare pair made by a different office, as there are several optometry offices here in Rockford that make glasses in the same day due to having their own lab. The lack of common sense and incompetence doesn't just end there but is coupled with rudeness and attitude when you ask a couple of the girls to do very basic parts of their job, such as printing out a copy of the glasses prescription or letting us know basic information from exams. Whether it's due to being new or untrained doesn't really matter as there's a way to professionally handle not knowing how to look for, view, or print certain information on a patient's chart rather than being condescending simply because there is an absence of knowledge in how to do your job (something they ended up being able to do after 5 minutes of struggling and having an attitude with us for asking for very basic information). We've literally never had a worse experience at an Optometry office nor have ever even left a review before. And unfortunately we still have to deal with them as it's been 1 month and counting for his glasses. But if it can sway people from wasting their time, then that's worth it. Go somewhere else in Rockford, there are dozens of offices to choose from with great, well trained, professional and competent staff.

Everything was great from the front desk staff through picking up my glasses. The prescription is correct. Dr. Patel allowed time between lens choices for my eyes to adjust. The woman who fit my frames was a lot of fun. They have a solid selection of glasses and they were cheaper than the last place I went. I would recommend them to anyone and I will certainly be going back.