Cohen's Fashion Optical

Extremely disappointing customer service and patient experience at the Cohen's Fashion Optical location. My family had multiple negative interactions with the store manager, Cathy, while trying to pick up our 12-year-old son's contact lenses. A few weeks ago, I went to pick up my son's prescription and another employee was already assisting me when Cathy interrupted and told me I could not receive it because it wasn't mine, even after I explained that I am the parent of a minor patient. The interaction was unnecessarily confrontational and unprofessional. Today my husband went to pick up the contacts and was again met with Cathy, who told him our son had to be physically present. That requirement was never communicated when we were called and told the order was ready for pickup. When my husband explained that our son is currently in Tennessee with me, she began taking the contacts away and repackaging them instead of calmly explaining the policy. After my husband insisted on receiving the contacts for our child, she handed them over but made the remark: "It's your problem if he scratches his cornea." That type of comment to the parent of a minor patient is extremely inappropriate coming from someone working in an eye care / optical office, especially from a manager. When I later called the office to ask for her name and information, she repeatedly spoke over me and ultimately hung up the phone. I also overheard her speaking in Spanish to another person and referring to "people" always wanting something, which I understood and found troubling given the situation we were experiencing. Policies are understandable, but professional communication, respectful treatment of patients, and basic conflict-resolution skills should be expected in any healthcare setting especially from management. I hope corporate reviews this situation carefully, particularly since it involved the parent of a minor patient.

This place sucks! I was nice enough to take time out to get examined by these people to get glasses. There attitude showed prejudice although they have a black security guard working in there! They spent very little time on the exam and I just knew the prescription would be wrong and it was! What was supposed to take two weeks for my glasses took two days! When I went in to pick them up, I tried them on and couldn't see a damn thing! As a matter of fact what they're going to bill my insurance for, my over the counter reading glasses work better. This place was a waste of my time and insurance. These people only want certain types of people coming in there, so be warned this might not be the place for glasses! I definitely will not be going back and regret it went there!!! VERY DISAPPOINTED!!!!!!!!!!!!!!!!!!!

Today's Experience with Cathy was amazing from the minute I walked through the door and out. Thank you Cathy im happy I made the choice too correct my eyes today and not tomorrow! (Five star customer service )

Cathy is absolutely the best, she is very professional and this why I keep coming to the store, her staff is just as professional and charming as she is! Come to cohens grand concourse they are the best in Town

The manager was so helpful very nice and professional. I will be coming back . Ms. Cathy was a blessing.

This is my second time coming here, and I will definitely be coming again. I was having trouble choosing frames, and although it was frustrating, Cathy went above and beyond to ensure that I felt confident in the frames I chose. She explained everything clearly and calmly, making my experience so much better.

Thanks for everything it was a pleasure to go there today monday september 29-2025 ,all people that work in cohen at fodham and grand concourse are very friendly and easy to comunicate in english and spanish especially Kathy she the best

The worse experience dealing with the lady who sits at the front doing the paperwork, I observed very well if your not Spanish they barely want to deal with you, I will never return here I will also be filing a complaint against this establishment for not following the necessary steps to get my child cleared to get her glasses that are medically necessary because they wanted me to pay 350 out of pocket when the insurance will replace the glasses because it's medically necessary and all they had to do was make the phone call the lady said in her exact words we don't call insurance if she's not eligible she's not eligible nothings going to change ...when in fact the insurance agents stated all they have to do is contact us to let us know it's medically necessary and the glasses will be replaced with the new prescription