CustomEyes - Lee's Summit

My husband and I both went for our first appointments here today and I felt like it went so well! Listened to by the staff and the doctor, Dee helped us choose the perfect frames for our faces and was so fun to talk with! 100% my new eye doctor for my yearly check in!!

Very poor service. I went in for a contact fitting. They informed me that they would call me when they were in and schedule a time to instruct me on how to put them in. One month went by and I never heard anything after I paid them $400 upfront. So I called the office and got an appointment for instruction. I had to return the same day because of a poor fit And everything was blurry. I called twice with questions about my blurry vision and no one ever called me back. At this point, I'm just just going to throw them in the trash and go somewhere else and not waste any more of my time or money. Very frustrating.

Called multiple times to confirm appointments had to leave a message. No one called me back 5 days before their appointments. Then talked to the scheduling service to schedule appointments. Confirmed the appoint for both my college kids. Also made appointment for my daughter. They cancelled the appointment saying we did not confirm them even though there are text confirming the appointments. Needs better communication and staff.

Dr. Genilo and the staff are great. Their testing equipment is more modern than any other eye doctor that I have visited. I highly recommend their services.

CustomEyes has the best opticians and the best selection of contacts/glasses available and "in style". I'm always pleased with my visits, the doctors are always fast, friendly and very helpful. They got newer inventory for glasses such as Tiffany and co, Gucci and more. The girls who help with purchasing glasses and contacts are always super friendly/helpful as well and explain everything such as insurance/and lenses options greatly. Definitely happy with my new Tiffany and co prescription glasses! I can't wait to pick them up.

Great care for my eyes! Love Doctor and staff here. Very personable and knowledgeable.

I would give 0 stars if I could. Completely inept staff. They sent my glasses back 3 times because they are not competent enough to check the correct box. After the 3rd send back for their mistake they broke my glasses and are not claiming I am responsible for their repeated mistakes. After I got upset they proceeded to laugh in my face and refused to fix their mistake. AVOID THIS PLACE!

Update: The customer service response has been incredible. The team at CustomEyes almost immediately saw this review and made a dedicated effort to reach out and resolve. I would like to give a special shoutout to Dr. Aaron Cheng who has guided this process from the beginning. He was dedicated to finding resolution and consistently updated me on their progress. I am updating my review from 2 stars to 5 because of the power of impeccable customer care. Thank you to everyone at CustomEyes for working towards a solution. I am sincerely grateful and we will continue to be loyal customers. ------------------ I have been a customer of CustomEyes - Lee's Summit for over two years and have LOVED having Dr. Ali as my doctor. However, I will no longer be a customer due to issues with their admin staff. I scheduled an appointment for floaters via their online schedule system for a Saturday date. However, their staff called me and informed me that my appointment reasoning was rather urgent and they'd like to see me the next day. When I arrived to my appointment, I was informed that my insurance was showing up as inactive in their system. It's the same insurance I used for my annual visit earlier in the year and it was not a new card. I called my insurance provider and they confirmed my coverage was active with no termination date. The agent spoke to the front desk admin on speakerphone and was tersely told that it does not matter what my coverage is, if it shows up as inactive in their system there is nothing she can do. I was at a complete loss. Upset that the front desk admin would offer no help knowing that my insurance is active, knowing that they are in-network because it was used earlier in the year, and knowing that the day before my appointment they ran my insurance and it showed inactive (she told me as much) - yet they didn't call to inform me ahead of time. I was told I could keep the appointment and pay out of pocket, but it could be $100-$300 and I would have to appeal to my insurance to see if they would reimburse me. I left the office in tears because I'd been given the impression that my reason for the appointment was urgent and could require immediate action and I was barred from answers because of an admin issue. I was given little support and no forewarning that when I showed up, the admin staff was well aware I had a flag on my insurance by their system and may be required to pay out of pocket. It felt like a bait and switch and betrayal of customer confidence. They are losing not only my business, but my husband's as well due to this negligence. I'll miss Dr. Ali so much, and hope that she somehow sees this review and raises important questions internally as to why her patient was not offered greater support and why their system suddenly failed to accept insurance where there was never a previous issue.