Shopko Optical

I had an extremely disappointing experience at Shopko Optical and felt compelled to share. From the moment I walked through the door, the environment was disorganized and unprofessional. I had a scheduled appointment, but it appeared that two patients were booked at the same time. While I understand delays happen, it immediately set the tone that things were not being managed properly. After my exam, I waited at least 20 minutes just to receive assistance with glasses. The staff seemed confused about who was helping whom, and there was no clear organization. What stood out most was the inconsistency in how people were treated. I witnessed staff being rude and short with other customers. While the employee assisting me was pleasant once I became her patient, I believe everyone should be treated kindly from the moment they walk in -- not just when it's their turn. I was told my glasses would take about two weeks. At the two-week mark, I called and was told they were still being made. It ultimately took three weeks to receive them, which is significantly longer than I've ever waited for glasses. I was never given a clear explanation for the delay. When I went to pick them up, I was not greeted warmly and was told to sit in a corner. We waited while multiple patients who arrived after us were helped first. Eventually, a staff member blamed us for sitting "where they couldn't see us" -- despite sitting exactly where we were instructed to sit. That was incredibly frustrating. When I finally received the glasses, they were not fitted properly. Within an hour, I had to return because the frames appeared defective and would not sit correctly on my face. Instead of resolving the issue, I was told I could "come in once a month for adjustments," which felt dismissive given everything that had already happened. I also expressed that I couldn't see clearly out of them and was told to keep them and come back again later to "discuss options." At that point, I no longer felt comfortable returning to the original location, so I attempted to visit a different Shopko Optical store. Within less than a minute of walking in, I was asked where I had purchased the glasses. When I explained they were from the Northland location, I was immediately told, in a dismissive tone, "Yeah, we don't do returns." There was no attempt to check the policy, look into the system, or offer further assistance. After that, we drove back to the original Northland location to process the return. What added to my confusion was that I had never worked with the employee who handled my return there -- she would not have recognized me -- yet she did not ask whether the glasses had been purchased at that location before proceeding. Given that the other store refused to help specifically because I hadn't purchased them there, the inconsistency in how returns were handled only added to the frustration. The only smooth part of this entire experience was processing the return -- which speaks volumes. I am now hoping the refund posts correctly, as there were system issues that day and my confidence in this company is understandably low. I have never experienced this level of disorganization, inconsistency, and poor customer service when purchasing glasses. I would strongly encourage management to reevaluate scheduling, communication, and overall professionalism at this location.

Literally the worst customer service - ever. I called Fri. Dec. 5th after receiving several messages to schedule my annual eye exam. When I called I was told I have another year as my prescription was written for two year. I asked if I could order contacts because I am out and was advised to wait until January because of my insurance. I asked if I could get a trial pair to bridge the gap for 3 weeks. The woman said yes, they were in stock. I even asked what their hours were for Saturday, because I wouldn't be able to make it that day. Today, I called to make sure my husband could pick them up. The woman who answered said there are no notes of my convo from four days ago and if I wanted trials she would have to ask the Doctor and he was in an appt. And that I would have to "wait and see". I asked what that meant and if I was supposed to call back or if someone would call me. She said she would call me. Two and a half hours later she called me back and said "if you want contacts you're welcome to pay out of pocket for them. The Manager said you cannot get another pair of trials since your last appointment." So none of my conversation from 4 days ago was noted. And now, I am not allowed a pair of trials, because I don't have an annual appointment which is because the Doctor said my prescription is good for two years. I have been going to the same Doctor (who is wonderful) for over 10 years, I know he would allow this. The woman told me "it's not up to the Doctor, it's store policy." So I waited for a call back from her to get permission from the Doctor but then it's actually not up to him and it's now store policy. Unbelievably frustrating and absolutely unacceptable.

I brought my 6 yr old daughter in for a exam back in May and found out she needs glasses for school "reading and school work only". It is now September and still have not received them. I have called 3 times so far. 1st time they said they will call and let me know. I got nothing! 2nd time I call again and they said one of the employees screwed up the order and used wrong insurance so it delayed it more. I should have been called about this! But she said she fixed it and they should be in in a couple weeks and we put a rush on it. 3rd time I just called and it's been almost a month since I have heard from them. They are saying that they are still at the manufacturer and they will put a rush on it. I said, you guys told me that a month ago and they still didn't even get processed. I asked to speak to a manager and she put me on hold and as im hold for a few mins I get a automated voice saying, no one can speak at this time, good bye! Very unprofessional! This isn't no messed up happy meal at Mc Donald's. These are prescriptions to help my child better see and educate. I have never had such poor experience from a dr field. Do not recommend this place!

I ordered trial contacts 2 weeks ago and paid $62 out of pocket for them. The person I paid with said they would be here within a week. I called last week and the lady on the phone said they would be here this week. I called today and was told that there was "some hold with the manufacturer due to someone messed up and I had them put a rush on it." I am frustrated because what's the point of telling me it'll be here next week and then the week after and then being told that something was wrong the whole time. I am hoping I get them by next week. Edit: They came in yesterday. I had my trial test today and Vega was WONDERFUL. She was an amazing explainer and very friendly to work with. So far so good on the contacts.

I visited the Northland location after I was given pricing information at another Shopko Optical location in Appleton that didn't sound right, and ultimately proved not accurate. The first optician I tried to work with at the Northland location was extremely rude and interupted me/talked over me every time I tried to ask a question. When I pointed this out to her, she smirked at stared at her computer. After I left, I called and asked for a manager. The manager was very nice and told me I could come back and work directly with her. Appleton, however, is an hour from my home. This was the second problem in one day, occuring at two different locations. I chose to order my glasses from another buisness.

I called figuring I would need to stop down but seeing if they could look up my delta vision, kudos to Nab, she was lovely and got me all set up and mailing my contacts to me.

Debbie and the ladies helped me pick out my glasses. They all are super nice. Deb was quick to getting everything done. She also gave me 3 different quotes on my 2nd pair. The eye glasses rn are buy 1 bogo 1/2 off. The Shopko that I go to is on Northland Ave in Appleton. It's also close to my house, which is a plus for me and my fam.

The place was busy when we went to pick up my sister's glasses, Quran was smiling and talked to everyone. 5 for her customer service. 4 because maybe people should make appointments for pick-ups?