Appleton Eye Associates

I seriously never give a one star review (check my page) but in this case I unfortunately feel compelled to. I had updated lenses added to an existing frame. They broke and cracked the frame and superglued part of the broken piece. They did not tell me this and allowed me to pick up the frames and pay - and only after did I realize what happened because my finger brushed over the frame and caught on a rough edge. Then I found the superglued piece and chunk of the frame missing. Really frustrated by the lack of honesty and transparency - would have fully appreciated and in fact been fine still paying full price had the office been honest and forthcoming but that was absolutely not the case. I'd suggest looking for any other optical shop should you be looking to adjust lenses in your frames.

A "3 hour" single lens replacement turned into a 3+ week ordeal, ending with my titanium frames being nearly cut in half in a couple places (see pics). Terrible customer service. Snotty, disrespectful and downright annoying staff. Avoid at all costs. UPDATE: I recently learned that Appleton has been DROPPED by my preferred frame manufacturer, and was NOT qualified to replace the lenses on my glasses. The New England rep for my preferred frame manufacturer looked at my frames and concluded they should be scrapped and replaced. Considering suing for the replacement cost of the frames.

The providers are great but the administrative staff has really gone down the tubes. I try really hard NOT to deal with the Newburyport office because, although we're five years post COVID, the office seems to have some very unorthodox office policies where they lock the patients out, and there is a lot of hoop jumping just to be able to get into the building. Also, there is a very aggressive message on their auto attendant message that reminds everyone to be respectful, which I do agree with, however they need to be respectful of their patients too in the realm of returning calls and servicing the patient. I love Dr Lynch, and the Amesbury office is great, however, they don't staff the office properly so they are essentially setting the really nice admin who works in Amesbury up to fail. Due to all that I have mentioned, I find it very frustrating to work with them. It's a shame because it wasn't always like this.

Truly appalling experience. The administrative staff at this office is shockingly unprofessional and dismissive. Their complete refusal to listen or understand the situation, combined with a blatantly condescending manager, escalated what should have been a simple interaction into an unnecessarily hostile one. I was pushed to tears out of sheer frustration, only to be told to "take a deep breath and call back when you can speak like an adult." That comment alone speaks volumes about the culture here. While the doctors themselves may be pleasant, they are absolutely not worth enduring the administrative incompetence and disrespect. I made three separate attempts to contact the owner, Dr. Gasiorowski, and received zero response, which strongly suggests that this behavior is either tolerated or ignored at the top. If you value basic respect, professionalism, or accountability, I strongly recommend taking your business elsewhere.

Dr Rzepka is literally my favorite doctor. She cares so much about helping her patients and is so personable. I have health anxiety and my eyes are one of the things I worry about a lot and she always accommodates me and helps address my eye issues.

Several extremely disappointing experiences - First off, Dr. Rzepka is wonderful and the few times I've needed my glasses repaired under warranty, the folks in the glasses shop were friendly and helpful (hence the 2-star review). That said, the admin staff is awful, surly and unhelpful. Most recently, I received a bill for $10 for services rendered over a year ago. When I contacted them to inquire about the bill, I was tersely told "the billing company we use takes a really long time..." I informed her that I paid my bill in full via credit card, so there should be no issues with billing. She offered no answer. I contacted them via email asking why I should be responsible for a $10 payment that arrived over a year after my appointment and received no response. This seems extremely unreasonable to me. I am tired of dealing with them not returning phone calls, errors with billing and the serious lack of availability when it comes to appointments. The last straw was my young daughters broken glasses - they said "our policy is not to repair glasses if the prescription is expired". Of course, that means booking a new appointment, new lenses, new frames and LOTS of dollars out of pocket, even after insurance. I'm done with these people - I understand staffing shortages, but if you can't do your billing correctly and you don't have time to return phone calls, perhaps you should not take on any new clients? I'm sure they won't respond to this review, either.

Lots of one star reviews here. Usually go to the Hamilton office, but I was in Newburyport and needed a repair. Front door was locked. Went to the left side door. "Employees Only". Around back past the dumpsters and to the right side door. Locked. 11:45 am. Small sign. "Out to lunch. Back at 1:30". Gave up. Reading some of these other reviews, probably just as well. Sorry.

I would not recommend doing business with this company. Mistakes get made, but when customer service recovery not only doesn't happen, but I walk out of Appleton Eye Associates - Amesbury , where I've paid for a product I never received (You lost My glasses after I had to re-order the correct lenses you incorrectly put in my glasses) returned to several times to get resolution: either my glasses or my money back, and now I am not getting a refund for what I purchased because my card won't allow a refund? What kind of business are you running? Attorney General's office is my next call if I don't hear back from someone.