Memorial Eye Center - Town Square, Sugar Land

VERY POOR CUSTOMER SERVICE AT THIS LOCATION !!! I have previously visited your Westheimer and First Colony Mall locations and was very satisfied with the service there. However, this was my first time visiting this particular location, and my experience was extremely disappointing. When I called 40 days after my eye exam, I was informed that nothing had been done. This resulted in a serious 40 days loss of time for me. During this entire 40 days period, no one contacted me or provided any update. I was initially told that I could make the payment after the lenses arrived. Later, I found out that because no payment was made, the lens order was never placed. This critical information was never clearly communicated to me in advance. The customer service at this location is very poor, with a clear lack of communication and responsibility. Due to this experience, I felt completely inconvenienced. For these reasons, I do not recommend this location under any circumstances

POOR SERVICE. I've been coming to see Dr. Zaibac for well over 10+ years. He and Dr Wong are both excellent. However, the new manager at Myerland and Sugarland and staff are the worse. Be prepared for a hassle, chaos, and ignorance. I can't deal with it. It saddens me to erase his number from my phone after so many years, but i am used to his office providing EXCELLENCE in service, and not stressing me out arguing and fighting after their mistakes.

Really terrible interaction at this place. Went in here with the intentions to buy some frames and the optometrist showed her immediate disgust as soon as we walked in stating "oh the whole family is here, huh?" She proceeded to refuse any help, despite us just asking for recommendations and kept repeating that without prescription she wouldn't help us. Would it kill to just be kind? The man at the front desk was kind and emphasized with us but very disappointing to be treated like you are of less value from a service business.

Worst customer service we have ever experienced. My father went in to get a new pair of glasses. Was simple, he did the eye exam and chose the frame, but then they discovered their lenses had some damage which was totally their fault. They said they needed him to retake the eye exam for some reason since they had to redo the lenses(not sure why but this is their directive) then they charged him $72 for the new exam. Naturally this didn't make sense since the damage was their mistake and they are the ones who required the exam retake in the first place to fix their mistake. My father refused to pay and spoke to 4 managers to not pay and in the end they forced him to pay to get his glasses. They will never see our business again. What a shame that this type of theivery exists in today's America. This would never fly at a decent reputable eye center. Save your money and go elsewhere.

It's difficult to describe all the ways this location failed me as a customer. I would give 0 stars if possible. Let me be clear: The doctor and nurses were lovely, and my medical exam went fine. They were respectful and kind. They were the only good part of my experience. The sales staff, meanwhile, was neglectful, rude, manipulative, and unkind. They need to be retrained both from a sales perspective and from a human one. I was beyond shocked by the way multiple sales associates behaved, and I will never go anywhere near this place again. One member of the sales staff initially made mistakes in communicating with me. This resulted in me purchasing products that were not to my taste, while I was under the impression I was purchasing something else entirely. When I asked for a return/refund, my request was ignored. When I pressed again for a return, I was treated with disdain, manipulated, and lied to. I ended up taking home very expensive products I dislike (though to their credit they offered a small discount, but one in hindsight I wish I had not taken). The sales staff kept telling me, "If you don't take these glasses home, we will throw them in the garbage. They will go to waste. Don't be wasteful." This is manipulative in the extreme, and I am shocked this kind of bully tactic is allowed in their establishment. I am only sorry I fell for it, because now I'm stuck with $400 glasses I will never wear. Furthermore, I am a member of the LGBTQIA community. I go by a chosen name that differs from my legal name, which the doctor and nurses notated in my chart. The front-desk staff either failed to communicate with the clinic, or they belligerently chose to disregard the note. The front-desk agent repeatedly and loudly used the wrong name. When I directly asked multiple times to stop, he ignored me and did it LOUDER. Their sales team is NOT SAFE for my community, although the doctors/nurses are inclusive and respectful. I wish this was all that went wrong. It's not. They claimed certain glasses "are not manufactured" in the color I thought I was purchasing. I looked online and found the glasses in question are absolutely available in my desired color. When confronted about this, they backtracked, stating they meant they "didn't carry" the other colors and had misspoken. They had repeated a number of times that the glasses were not "manufactured" in that color and were very specific in their language. Either they lied intentionally, or they are woefully under-informed about their products. I am now convinced I tried on one pair in the store but was sold another. When one pair of glasses failed to arrive, I called to check on them. A sales associate SCOLDED ME for calling! "YOU do not call US. WE will call YOU." She made no effort to physically check and see if the glasses were there. But when my glasses failed to arrive for another month, I called again to find they had been there for an unknown length of time. The staff blamed a system error and refused to tell me when they had arrived. Burying the details is not an appropriate response. I tried to point this out, and I was chased off the phone and practically hung up on. I reflected after that and realized I did not want to give these people my money. With such poor attention to detail, I could not trust them to commission the manufacture of my medical devices with care or quality. I called back and informed them I would not be picking up the second pair of glasses. I asked for a refund. The woman on the phone said her manager would call me back. She promptly hung up on me. When the manager called, she adopted a strangely smug tone and offered the same discount she'd given me before. She thought I was chasing a discount and was shocked when I refused. At that point she tried to manipulate me again using the "they'll go to waste" language! But then I recounted everything that had gone wrong, as outlined above, and she got very quiet. She stopped arguing and gave me the refund at last. At that point, I think the extent of my poor experience spoke for itself.

Sad to inform that this place is not what it used to be. ELIZABETH really did her part in ruining the perception I had of this place. I have been going to Memorial Eye Center for a couple of years now. I recently moved to the Town Center location one and I was extremely happy and satisfied with the location, everyone was extremely nice and sweet, I've recommended this place to a lot of my family and friends, BUT until todays interaction over the phone I don't think i can say the same. I am beyond disappointed by how she handled my call and the service she provided. She was very dismissive about my concern, very rude and unprofessional. Right when she answered the call and I was explaining my issue she cut me off and asked for my number, I didn't like that but I brushed it off. As I begin to explain my concern she continues to cut me off, she says that its "a re-something" (a terminology they use in their office or in the eye Dr. industry) in which I told her if she could allow me to explain my issue because I didn't know what she meant by the word she gave me. When I finished explaining she said yeah its that, I re-iterate if she understood my concern because this specific issue can only be fixed by the Dr. and not by billing. The issue is that last year after my layoff I had until the end of the month to do my eye exam in which I did, when I finished the exam the Dr. said my vision actually improved so my prescriptions went from a -6.50 to a -6.25, after two days of use I realized the prescription was not good for me, at night I would see blurry and the lights would reflect really bad, so when I went to pick up the contacts that were under the -6.25 prescription I told the Dr. the prescription was no good and she said "Its okay, we are going to keep these ones here int he office (the -6.25 ones), and we are just going to place another order for the correct prescription of -6.50, and when those are ready you can come in and pick them up" I was extremely worried because I was no longer under the insurance when I had gone to pick up the lenses, she assured me that I had nothing to worry about, because I didn't take the wrong prescription box home and they were simply just going to order the correct box and they were going to fix it on their end. When I went to pickup the correct box, that was it because I had already paid for the contacts when I initially went in for my eye exam. So basically I paid for my eye exam and on the same day my contacts were also paid for through my insurance, but I still somehow received an invoice for that second box they ordered and its basically a charge I shouldn't be charged. I feel even more helpless now after calling for assistance, and to know that Elizabeth was very dismissing of my issue and concern, she even laughed and said "oh its because I'm on my lunch and the phone was ringing so I answered it" sounds kind of like she answered and wanted to brush me off quickly because I was interrupting her lunch time. Essentially I had to get someone else to call to attain her name, because in my original call when I asked for her name after I expressed to her that I wanted to speak to a supervisor because I felt like she really didn't want to help me to begin with from the beginning of the call, I ask her for her name and this lady ignored me, I asked again and she proceeded to say, you can call this number and they will help you, I was not done talking when she rudely disconnected the call. The most disrespectful thing someone can to do someone, disconnect the call when the person in this case when the client is still talking, and she completely ignored me 3 times when I asked for her name because she knew that she handled the call very badly, very unprofessionally so she found it easy to ignore the 3 times i asked for her name and to simply hang up the call. So if you ask if this place is recommended? I'd say yes, but then again if you have issues with your account you can count on being hung up on, ignored and not assisted by Elizabeth. I am so bummed out right now.

Dr Zaibaq is amazing but unfortunately he has the worst staff in this town center office . They gave me a prescription with wrong dates and I am trying to get this fixed for more than a week now . The lady who I spoke with is so rude and she was cutting me off when I was explaining my concern . I contacted then on the website and I called left tons of messages but no one replied back to me . When finally yesterday someone replied she spoke to me with a very rude and u professional way . And she sent me again the prescription with wrong dates . I would never recommend that office to anyone . The worst customer service I have ever dealt with before . I even asked for the office manager but they never connected me with her. I would definitely have to change this place !! But need my prescription corrected at least since I did my exam for this year and paid money for that !!

Make sure you let them know you have vision coverage because they apparently do not ask. Although we pay for VSP and PPO insurance, my husband ended up with a $1,500 bill from his annual eye exam. The annual exam, contacts and eyeglass lenses were covered, but his invoice was noted "no insurance" It has been a nightmare trying to recoup the money that should not have been spent and we are forced to file claims after the fact with our insurance company. Very frustrating. Won't be coming back.