Wentzville Eye Center

Do not go here. For one, the office is dirty, two the customer service is absolutely awful. I took my son here for an eye exam for contacts. When I arrived they were just going to do a glasses prescription so I had to let them know that I had booked a contact exam. After that was finished I was charged $80. They didn't have his prescription in stock and told me after the fact that they would not release his contact prescription unless he did a fitting class which I would have to come back for. I scheduled a fitting class which they are not very flexible about at all. Came in that day and he sat down with Charlotte Moran and she began trying to instruct him. Now, I'm a contacts wearer, and have been since I was a kid. The way she was instructing him was terrible. He failed to get them in time and time again. After an hour, I knew he had to be extremely exhausted and I approached to see if I could help. The "instructor" immediately looked irritated that I walked over. She was very rude. My son was frustrated and we left. They would not release his contact prescription, only glasses. They also refused to transfer his prescription elsewhere. It took months for me to reschedule. I went in today and they told me that because it had been over 60 days since we were in, I'd have to pay a $50 fee and have his eyes refitted before they could do their "training". I was not made aware of this prior to coming in. Again it was the Charlotte Moran person. I refused and asked to speak with a manager. I was told no manager was on duty. Then she had to leave the room to call an "interim manager" which I recognized as the voice of the lady that answers the phone at their call center when you attempt to call the office. A true example of poor customer service.

My son broke his glasses, the team was able to get us in the next day for an appointment and he had his new glasses within a week. Previously we went to a larger chain store they were 3 weeks out on appointments and the frames/lenses were 2x the price. At wentzville eye center I was able to get name brand frames for WAY less! They didn't pressure us into upgrades I wasn't interested in and the dr was friendly and patient with him!

I missed a call from the Wentzville Eye Center yesterday and called back after a work meeting. It took three attempts just to get someone to answer -- the first two times I was left on hold indefinitely with no one picking up. When someone finally answered, the call somehow got even worse. The woman who picked up, Ashley, answered with, "Hi this is Ashley how can I help you today?" I explained, "Hi, this is Abbie Miller. I missed a call from Brenda about my yearly exam and I'm just calling back." She immediately shut me down with, "Oh, well I'm with scheduling. I can't help with any info about an actual location's issues. Unless you're calling to schedule, then I can help you." I was trying to talk about scheduling, but the second I started to explain that I couldn't make my December appointment, she cut me off with, "Ma'am, I can't hear you." I spoke louder -- silence. I asked if she could hear me, started talking again, and she sighed loudly and repeated, "If you're still there, I still can't hear you." At this point I'm practically yelling, "CAN YOU HEAR ME NOW?" Again -- nothing. Then suddenly she raises her voice at me and says, "MA'AM, I STILL CAN'T HEAR YOU SO I'M GOING TO HANG UP NOW." I said, "No, don't hang up!" and the call immediately ended. Honestly, it felt petty -- like once she realized I wasn't coming in this month, she just didn't want to deal with me. Why sigh loudly, why get louder with me, why stay on the line long enough to do all that if you really couldn't hear me? The whole thing was incredibly unprofessional and frustrating. A yearly eye exam is not important enough to jump through this many hoops, especially with rude or unhelpful staff. I won't be returning. I'll take my business somewhere that values customer service and basic phone etiquette.

I have been a loyal customer of Wentzville Eye Center since I was in the 7th grade. I'm 26, my mother and brothers have switched eye doctors in the last few years, but I've stayed loyal because I thought it would be a hassle to find a new place. However, every single time I deal with Wentzville Eye Center, it is a hassle. For starters, the front desk ladies act like every patient is an inconvenience. When asking questions I feel like I'm annoying them. But my real issue started last year. I told my doctor that my contacts were blurry, I felt like they were not staying in my eyes correctly. They then told me that it is due to the fact that I'm not washing my contacts every night. Saying "you wouldn't just put a dish in soapy water and not scrub them," and she brushed off my concerns. I started tearing up and saying I wanted to try a different brand. They told me no, that I should "try washing them first." So I reluctantly purchased the contacts. I then spent the next year manically keeping track of washing my contacts. I wanted to prove to them that I tried what they wanted, but as a consumer, I wanted them to listen to me. I ran experiments on washing vs not washing, allergy season vs not, etc. still the same issue. I felt like my contacts weren't staying in the correct spots. When I went back this year to get new contacts I told them again my issues, and they tried telling me that I didn't wash my contacts. When I was following exactly what they told me to do! I just felt dismissed and like my issue weren't being taken seriously. I told them that my contacts were not staying in place and constantly being pushed behind my eye. She checked my eyes saying she didn't see any allergen buildup, so she doesn't know why my vision is blurry. (Spoiler alert, we find out later from a different doctor who listened to me.) When telling my mom my concerns, she told me that my brothers had the same issue, and it was because they have astigmatism and the contacts don't sit on their eyes properly. I called the doctor and asked if this could be the issue. I told her I was waiting to open my new boxes of contacts as to not waste them, because I believed astigmatism contacts would best work for me. She told me that she talked to the doctor, I don't have astigmatism, I just need to wash my contacts. She said to open my box and try it for another month. (this forfeits my right to return them!!) Well. Spoiler alert. New doctor saw the astigmatism. I got astigmatism contacts. They fixed all my problems. Now I am out $300 because Wentzville Eye Center doesn't listen to their patients. I've been a patient for 13 years. I'm just incredibly disappointed that they didn't listen to my concerns for two years and I was stuck using contacts that didn't feel right, and now I'm stuck with a year supply of contacts. (Charlotte, jump ships, I'll miss you!! Donna is ruining that place!!)

Doctor and staff are very pleasant, they listen, they are friendly and professional. They take good care of patients and make you feel comfortable.

Such an amazing experience with a great eye doctor and the staff was amazing I'll definitely be back!

Staff is very kind and welcoming. We made an eye appointment for my son and they were very patient with him. After arriving, we were immediately checked in and waited no time to be seen. Doctor Kilgore was great and explained everything to us. Great experience overall.

Very disappointed in the service today. 9/26/2024. I been having trouble getting my left contact out at night, no problems with right eye. It takes 5 or 6 tries to get them to break loose or move , so I can remove them. I have tried everything , including putting eyedrops in before putting them in. They are from "Coopervison " Lot 10 with an exp date of 2027-07-31. Today when I went in to "Wentzville Eye Center" for help , where I bought them and to see if I could exchange the last unopened box of 6, for some less expensive "Acuvue" which I wore before, with no problems. I paid for a eye examination and contacts for 12 months for both eyes. You would think the Dr. would have know I couldn't wear these type contacts in my left eye. Also, I did everything on line for the rebate and they said I was eligible for a $40 rebate, its been 8 months still nothing. When I told her , I also haven't got my rebate and its been 8 months. She said nothing they could do nothing and I would have to deal with Coopervison, even though they sold them. I would have been happy if someone cared enough to at least . See if the Dr had time to talk to me and see what's wrong. Or maybe exchange the 6 left, which I paid for 12 contacts and I could use until my insurance would cover a new exam and contacts next year. Update : Be warned after trying my best to get help for my eye care problems and to help with the rebate. I filled a complaint with the BBB. , Wentzville Eye Center didn't even care enough to answer or reply to the BBB and I found out they are not even a member of the BBB. Sincerely Rev. Bluford W. Smith