Hiemstra Optical, Portage, MI

I recently had some concerns regarding Hiemstra's providing the same quality care that they have since I started going there over 30 years ago. Admittedly I had some issues with some of the opticians and was seriously considering leaving Hiemstra's. I was also frustrated with scheduling and change in exam practices that were not communicated. My review was brought forward to the attention of Todd, the manager, and I am glad it was. He reached out to me directly and "wanted to make it right". I talked with Todd at the Portage office at length and I felt listened to and I was also updated on quality improvement that was taking place. I had been having issues with my glasses not fitting well and I had visited several times to have them adjusted. Todd personally fixed the fit himself and discussed what training and interventions were happening to improve quality of each visit with every optician. All of my concerns were handled in detail and I was asked to continue to trust Hiemstra's with my optical care. This is the family atmosphere and attention that I have loved about Hiemstra optical for decades. I recognize that any business has opportunities for improvement. The communication and attention to my concerns is what has convinced me to stay. I am glad I took the time to share my feedback because I do feel heard and that it will benefit the company moving forward. That is hard to come by nowadays. Well done.

Got in and out really fast with a new prescription. Only negative is you can't get ahold of anyone in the actual office. When you call you get a call center who then calls the office themselves and acts as a go-between. But if you write a bad review here the manager Todd will reach out and help you

Optician Toni Dutton has outstanding professional skills plus the ability to connect with people. I have been a client/patient of Portage Hiemstra for about 25 years in order to work with her. During this time, I have referred friends to Toni who couldn't get properly fitted for glasses elsewhere. All have subsequently become Hiemstra clients. Toni has reached out to know me, my personal style and unique needs with eyewear. Years ago, I began relying on her to help me select frames that fit, accommodated progressive lenses, and matched my personal style. Toni has always given thoughtful feedback on the aesthetics and fit of frames I considered. As a result, I've been very pleased with my choices. Toni has patiently worked with me on adjusting my glasses until we are both satisfied with their fit. She has a remarkable eye for detail and knows what micro adjustment is needed to make a big difference in comfort. She has also educated me about aspects of wearing glasses pertinent to my eyes. Toni puts her heart into her profession, and I feel so fortunate to have had her help for so many years.

Messed up my prescription then scheduled me an appointment for a SECOND exam. They called me to reschedule my appointment, I called back to get scheduled got directed to a call center that is terrible at communicating. They told me I could keep my appointment so I come in that day and the front proceeds to tell me I need to reschedule to stay with the same provider. I explain how I took time off to come to this appointment, it's very difficult to ever get time off and that the call center even told me I could keep the appointment. Nope I still had to be rescheduled. I've been trying to get my glasses since November and have my exam Monday February 16th I'm never coming here again and I'm taking my daughter somewhere else

I have been going to Hiemstras for over 35 years for my wife and I and our 4 kids. One of the main reasons was because they were local and seemed very patient oriented. Recently I called to get an appt for an exam and to replace my glasses and my call was answered by a call center which appeared to be in another country. The person who made the appt told me I had to see the same Dr. and had to wait 3 months for an appt. I was put on the wait list and was called about a week later by the actual office. I couldn't make the available appt. but the person told me I could see any Dr. I wanted and was able to get me an appt. within a week. After my appt. I ordered glasses and was told they would be ready within two weeks. After not hearing anything after two weeks, I called the portage office and no matter which of the three options I chose on the phone tree (scheduling, optical, or operator) I got the scheduling call center and they could not tell me anything except that someone would call me back within 24 hours, which didn't happen. I did get a call from someone local on Sunday letting me know they were ready, that a text was sent ( I never received a text) and I could pick them up the next business day. I asked if there was anyway I could contact the local office instead of the call center and was told no. The the local offices could not answer phones and take care customers in the office. If I am not getting the local personal service anymore, I might as well go to one of the bigger companies and pay less for my glasses. Maybe hire more local people to just answer phones. I will not be using Hiemstras anymore.

Jacob at the front desk was super helpful when I needed to get my glasses fixed and set up an appointment. He helped me find a doctor with the proper availability and set me up with an optician

Ever since covid the customer service has went downhill, and it seems to be getting worse. To contact somebody by phone that can actually do something for you is next to impossible. We still like the Dr. and she is the only reason we stay.

I was in need of new eyewear both regular and sun. I was familiar with Hiemstra Optical through Paragon Ophthalmology. I had planned on going to Paragon but on my way to the chiropractor, I saw that Hiemstra Optical had another office. It was about a block before my chiropractor. It was truly one of the many blessings God gave me that day. The office is beautiful. I was greeted with kindness from the receptionist. She set up my profile and then directed me to the space containing all the eyewear choices. Wow! So many. I was feeling a bit overwhelmed by all the choices. It was at that moment I was greeted by Jordan Verburg. From the moment we met I was well taken care of. He listened as I explained losing my sun glasses in Lake Michigan last Sunday. I also explained it had been 5 years since I purchased eyewear. Jordan took me through several designs. With each design he listened, was patient and encouraging. During the selection process he shared about the glasses he was wearing and why he chose them. I appreciated that personal touch. After the selections were made I sat down and Jordan explained the next steps in the process. He measured the progressive line placement, asked questions about lens and warranty. Jordan and I shared stories as we sat together. It was a delightful morning. Thank you Jordan for your expertise. What a blessing it was to meet you as I got my eyewear needs met.