Doctors of Optometry - The Station At Riverdale Park

We had an amazing experience at Lenscrafters in Riverdale. We went for routine eye exams and contact fittings and were impressed with our experience from start to finish. They have all of the best technology (say goodbye to dilation and hello Nikon scanner) and are super professionals. Dr. Wang is incredible and did a thorough exam. We also did not intend on purchasing glasses (I was a Warby customer for 8 years or more), but Dawn, the front manager, is absolutely amazing. She ensured we got the best price for our exam, glasses, and contacts by meticulously going through our insurance options. She helped us find the best glasses for our situation - I have a high prescription and needed Dawn's extra expertise. I feel like Dawn is part of the family. If you want a personalized, professional, caring experience look no further than Lenscrafters in Riverdale!

I went here as a new patient for an exam and to get new contacts. Unfortunately, upon arrival, Miss Nikki in the back who checked me in was not friendly. She was extremely dismissive, gave no positive or glimmer of customer service. Moreover, she was extremely rude to me during the technician portion of the glaucoma testing portion and asking me questions I was not sure of the answer (e.g. brand and type of contacts as well as my prescription). When I said what I thought I had, she said "so you don't know?" In an extremely dismissive and rude way. Following that interaction I was told that I could not decline the retina scan which was "required" for my exam or that I'd have to come back and get my eyes dilated because it takes too long to do. This tactic was used to coerce me into paying a copay that she said was $39.99 but is actually $29 per my insurance which she would have known if she looked it up or asked me beforehand. I told her that I typically decline and she told me the doctor wouldn't see me. I've never heard of this before and it was not disclosed prior to my appointment or in the legal disclosures on LensCrafters website. I spoke with Dr. Kang and she was very nice, handled the situation with me and then said she would waive the fee. It did not end there. After my exam, I was taken to the front to check out and requested to use my insurance for the contact benefit. The man told me they only had 12 packs and I said okay, one for each eye. He went to bill me and had put in 24 packs which made my perceived price go from $47 out of pocket to $204. I called this out and he said they didn't have the 12 pack and tried to check me out. I showed him they were in stock on their website to order and he "checked again" and found them. We went to the register and all of a sudden my price included the retinal scan that was waived. I caught it, he scoffed at me and then made a fuss on his own with the other tech and removed it. I feel as though they are using tactics that if someone was not confident enough to call it out or was none the wiser would just pay and move on, thus increasing the profits within the store. I have never experienced something like this from an eye doctors office or even the storefront. I'm appreciative of Dr. Kang but the folks working there need some serious guidance and coaching from corporate.

The staff at check in and check out were wonderful. They gave my son the time he needed to make his selections and the tech took his time explaining how he should position his body at the machine to get the best images of his eyes, the doctor on the other hand rush him in deciding which images looked better to him and he is nervous about how well he will be able to see once he receives them. He also felt that she was kind of rude and respectfully decided not to visit that location again. My child is 15 years old and about 5'11 and on the Spectrum. He doesn't respond as quickly as most of his peers, but when people see him that often assume that he is just a regular 15 year old and don't give him time to process what he is being asked to do and see the delayed response as disrespect or him just doing it in his own time. Also I didn't tell her that he is on the Spectrum because he doesn't like to lead with that. He feels like if a person is going to be kind they are going to be kind regardless of a person's disability.

Great experience! Check in fast and easy, no wait. The tech was professional and friendly. Loved the doctor, through exam,explained everything, professional and easy to talk to and listened to me A+ all around, even purchasing eye glasses was quick and easy no hard sell not stressful at all. Highly recommend.

I had the pleasure of working with "Dawn" who offered exemplary customer service and with patience and politeness throughout my visit. She was exceptionally helpful. Additionally the rest of the staff was impressive as well even during the busy holiday season. Thank you Dawn !- Sandra Sanchez

All stages of the experience were great. From the eye exam by the technician at the front desk, to the doctor doing further investigation and explanation of my condition, then the final stage of getting help with frame selection and check-out. Highly recommend!

It was my first time there, while the establishment shows great potential, the current staffing and service standards fall short of professional expectations. Improving the customer experience would significantly enhance the business's overall appeal.

I had an excellent experience with Rita. She gave me time to explore what I may like and then found me a pair of glasses that hit my face shape well and was well within my budget.