Kenmore Optical

My appointment was at 11:15 and I was not seen until 30 minutes later. when the doctor was reviewing the cost of contacts, the way she described it implied that the price I was paying today was what the rebate actually is after you submit something through the contact company. It was misleading. When I shared that with her, she became stand-offish. When it was time for me to leave, I was confused because she never told me that the appointment ended. She just left the room so I had to go and ask if I was all set and she said with her back to me "yes, goodbye". I have the right as a patient to ask clarifying questions about my bill and treatment. I also had my pupils dilated, and I told the doctor I had not had that done before. She did not give me any follow up directions about how I should continue the rest of my day, which I now know I should be wearing sunglasses. None of that direction was given. I had to call and ask. This made me feel like my treatment/care is not important. Communication was poor, my appointment started late, and I felt like an absolute burden being there. It was really uncomfortable and disheartening. I wish I had read reviews before booking. The tone of the replies to other customers giving feedback matches my experience to an extent. I'm sure I too became stand-offish in this encounter, but that is my reaction to how the office received me. This is a review of just the doctor, the other employees that helped me were very kind and helpful.

I knew Kenmore Optical was valid as soon as I saw the Prada poster in the window--walking up...dare I say I was excited? Anyways, as I walked in, Nick and two other delightful women (can't remember their names) greeted me with a welcoming energy. I had an appointment to get my yearly eye exam but was also walking in with questions, as I've been experincing some unsual pain in my left eye. Needless to say, I was open and receptive for a professional's advice. With that said, Susan O'Shea was stellar. Not only was she time efficient but she was actually providing knowledge behind why I was experiencing such fatigue in my left eye. Not my typical experience with opticians, unfortunately. In talking with Susan, she immediately uncovered untreated stigmatism in my left eye -- I guess the last doctor I saw (a year ago) had overlooked this small difference and just decided to not do anything about it?? Susan relayed that she actually experiences a lot of clients who visit with this exact problem. It all relates back to improperly examined eyes. Above all, she was meticulous. You can tell she's eager to help be a part of creating change. Now, something I NEED to express is that the selection of eyewear is out of this world... What's even more insane is that Nick curates everything himself....so not only do you have a stunning range of options to choose from (Bottega, Tom Ford, Burberry, Ray-Ban, Prada....you name it) but the people who work there are here to help bring out that energy in what you're REALLY looking for. It's not just glasses, it's a new identity, and I don't say that lightlyyyy. Nick embodied this energy which made my day. Overall, I felt really good walking out of Kenmore Optical. Not only am I going to elevate my look with Nick's incredible eye for all things fashion-related, but I have conviction with my eye health. All people seeking medical assistance should feel this level of satisfaction! Thank you Susan O'Shea and thank you Nick; Cannot WAIT to rep these Bottega lenses!!

Updated review after owners dishonest response on review The owner continues to lie, including in her response to this Google review. The glasses she mistakenly ordered for me are ones I would never wear--they were completely the wrong style and frankly unattractive. Instead of admitting her error, she's trying to gaslight me and avoid accountability. I've reported her to the Better Business Bureau for dishonest conduct and unethical business practices. Updated Review - Six Months Later This entire ordeal has now stretched into a six-month process, and it remains one of the worst customer experiences I've ever had. After all of this, they agreed to put my lenses into my own sunglasses and never mentioned any pricing or charge for it. Later, they added a surprise fee and refused to take accountability. The doctor gaslit me throughout the conversation and continued to deny responsibility. The owner is a gaslighter and liar who refused to speak to me directly after any of this, despite being fully aware of the situation. The only person who showed professionalism or kindness was Olivia, one of the workers there. She was pleasant, patient, and clearly doing her best in a very difficult environment. She's the only light in that entire place. Original Review: If I could give zero stars, I would. I went in to pick up my $600 prescription sunglasses, and they were completely the wrong brand and style. This was after waiting three weeks because the first pair had supposedly broken in transit (which I only found out because I called wondering where they were). To make it even worse, the original frames I ordered weren't even in the store. When I raised the issue, the doctor first admitted she didn't remember what I ordered. Then she suddenly changed her story and insisted the wrong pair was what I had picked, which was clearly false. Instead of taking any responsibility, she refused to issue a full refund and only offered to let me choose new frames. She was incredibly rude throughout and eventually hid in her office while the student tried to help me, listening to everything but refusing to come out and deal with the situation. I spent over an hour there and left with no glasses, no refund, and no resolution. The poor high school student working the front desk genuinely tried his best to help, but it was obvious he was under the watchful eye of the owner, who stayed hidden in her office the entire time and did nothing to make things right. This is by far the worst customer service and business conduct I have ever experienced. I will be reporting this to the Better Business Bureau, and I strongly recommend avoiding this business at all costs. Save your time, your money, and your patience.

Love my first appointment here. Doctor Susan is amazingly patient and didn't rush the process. She even helps me to choose my frame! Patiently telling me my insurance benefit! Beside that, love the choice of the designer frames. I choose my new gucci frame and had my contact lenses ordered !! Totally recommend

Final edit (to protect consumers): Do not trust anything this business claims. Lie after lie, and I have call records/paperwork to back it up. Insurance has documentation of them rebilling incorrectly multiple times. No other optometrist ever asks for medical because they are not doctors (OD vs MD), I am in healthcare. There are only 2 pairs in the order, not 4. Everything they say is to deny and deceive. Edit: they will claim many of us non-botted reviews are not patients based off of usernames. Why are they trying to commit HIPAA violations and not address the issues themselves? Do not insult our intelligence, potential customers beware! I usually don't leave negative reviews because they're not too effective in educating people especially in this age of mass online botting but the experience I had here was so terrible even by American healthcare standards that I felt a moral need to at least try. There are too many details and instances that not only went wrong, but lead me to conclude that the behaviors exhibited by the owner of this store to be a bad faith habit at best and perhaps fraudulent at worst. When I initially called to schedule an annual exam so I could order contacts, they told me they would have no issue with my vision insurance and have worked with my contacts before. The moment I walked in, the owner then also asked for my medical insurance. I thought it was strange since no optometrist had ever asked for my medical one in any state I've ever lived in given that I already provided my vision insurance. This trust that she had my best interests in mind and lack of further questioning would come back to bite me later when she attempted to double bill both my vision and medical insurance and when confronted about it, would claim that it was a slight oopsie on her part. After the exam with seemingly no issues regarding ordering the contacts or billing (I triple checked with everyone from the optometrist to the front desk), I go home and wait for any updates. Weeks go by so I call back to ask for the status and they tell me there's an issue with my vision insurance. They claim at first that my insurance was not going to cover the full amount of my yearly supply. Nothing on my insurance had changed from last year and I even called insurance headquarters to confirm it. The store had misbilled it. I give the store another chance to make things right, still naively trusting that they had made just another honest mistake. Over the next few months (yes, you read that right), this ridiculous ritual goes back and forth. Finally, one of my insurance representatives just stayed on call with them to finalize it correctly once and for all (or so I thought). Another few weeks go by and I call back. The store said yep payment went through, but they just forgot to follow up...?? They order half my yearly supply claiming that if it's comfortable, they would order the remainder. Another few weeks of, you guessed it, no updates and I call them to order the other half. The store says my first half is here for pickup but if I wanted more, I would have to pay out of pocket. I am beyond pissed off at this point and I just directly call my insurance to have them deal with the store. I get an update saying that they supposedly looked at the wrong case file and that I was right and would order the second half. All this to say, enough is enough. I tried to summarize as best as I could but there's so many more instances of extortionist practices and google has a character limit. Every step of the way, the store was just trying to extract as much money out of me as possible, hoping that I wouldn't closely follow up on the logistical details. Even just simply looking at the comments from other real humans and their bad experiences here, the store does not own up to their mistakes, they straight up victim blame. My insurance is also looking into whether or not the store should still be treated as in-network. This truly was, the worst experience I have ever encountered with any business in my life so far.

Dr Susan O'Shea is the kindest, most Knowledgeable Eye doctor I have ever been to. For years, I struggled with squinting and eye strain, and she explained to me that I have astigmatism that was left uncorrected in my past prescriptions. Now that my astigmatism is corrected, I see very clearly, and my eye strain and fatigue has gone away. They also have a fantastic selection of many name brand eyeglass frames, such as Gucci Tom Ford Mont Blanc Yves Saint Laurent. It was hard to choose just one! I highly recommend Dr. Susan O'Shea and Kenmore Optical.

Very disappointed in the customer service this office provides. My appointment with the optometrist was positive, however, my experience as a customer was very poor. I opted to get glasses, because the office informed me my insurance would cover both the frames and part of the lenses. The glasses took two weeks to arrive and when I took them home, I discovered one of the lenses had was missing, even before I got to wear them. When I contacted the office, they did not offer any substantial remedy, and insinuated I had broken them. I then got a voicemail saying that the glasses could be replaced, but the office had incorrectly understood and applied my insurance, and they billed me for an additional $50. Overall, I would recommend the optometrist, but do not purchase any glasses from this office. TLDR: The office provides poorly made glasses that break on the first day and cannot correctly understand or apply insurance coverage.

Poor experience with high prices. Edited: Both of my parents were customers. I had the pleasure of translating some questions and helping with overall communication by phone. I had to call at least three times and send several emails to get my mom's eye exam results and prescription sent back to her. My mom was pretty stressed about overall experience there.