New England Eye Center - Wellesley

I am disappointed with the office communication. I left with my prescription but I did not review it until I got home. The reading prescription appeared way off so I called to ask if I could talk to someone. First call I was told that someone would get back to me. No response, so I made second call and that was interesting. The receptionist said I should go into CVS and try a few pairs of glasses on to see what works. Really? I made a third call and asked to speak to a practice manager or office manager. This time they wanted more than my name and asked for date of birth, etc. and they still have not gotten back to me. Apparently this practice does not grasp customer service. I give it 2 stars because they appeared to be competent but when you run a business it has to be more that that.

These people are terrible with communication and being on time. After months of waiting for a scheduled appointment for a consultation, we ourselves found out, without the administration calling us or telling us by the way, that they rescheduled to a later day early in the morning because the doctor was not present in the center that whole day. That alone is such an inconvenience. Other people also had similar problems and they had to drive for so long to the center only to find out their appointments were rescheduled without prior notice. To make matters way worse, on the day of the rescheduled appointment, the wait time was ridiculously long for us and everyone else in the waiting room. We waited for over two hours past our scheduled appointment time and we left without seeing the doctor. This whole place is a joke. I don't ever recommend going here.

This office is horrible. They left my mother sitting around for over two hours and never told her this is "normal" for this office. She had a ruptured brain aneurysm and it's difficult for her to be out of the house. The front desk people are rude, not helpful and move at a snails pace. The only good thing about this office is Dr. Mary Hettler. She's the best-knowledgeable, caring and expedient.

Dr Urman and Dr Huntler are the greatest. Very clean and nice clinic, friendly front desk staff.

After months of waiting for an appointment, I received a message on the Friday before my Monday 9:30 a.m. appointment that my health insurance would not be accepted. Over the following weekend before my Monday morning appointment I received a message about my appointment which was set at the Boston office. I had made the appointment for the Wellesley office. I did not have time to change my schedule for the longer trip and left a message that I would not be there I prepaid my co-pay of $45. I'd like to have a refund. And I do not recommend this office.

Other than to see Dr. Hettler, who provides exceptional eye care, stay away. Office is outdated, old, and front desk staff are horrendous. Tufts just does not care about this facility.

Multiple updates at bottom: Original review: Dr Wu is outstanding but the front desk workers 9/10 times are extremely rude. They are those types of people that are literally looking for problems instead of trying to solve them. And it is quite obvious they take enjoyment in making others' days worse. Sorry to the doctor about the low stars and bad description but I vow to change this as soon as this ever improves. I did just leave a 5 star review for your office in boston though. Amazing staff there all around to go with the amazing care. Update 1, I am changing my stars from the original 1/5 to 3/5 (wish could do 2.5 but oh well haha), because there is one front desk person that is great (but its a roll of the dice if you'll get her) and a 1 of the other technicians there was really great. So it's very dependent on who you get each time. Update 2, I am changing stars up to 4/5. Not only have they gotten new staff for the front desk that don't come across as rude but they pretty much always work with me to figure out problems/issues that naturally come up. Quite an improvement in the front and the Dr is still great.

Why do I need to show up 15 minutes before my appointment if I'm going to wait almost an hour to be seen?