*****UPDATE 10/10/2020*****
I received a call back on 10/10 at 3:30 PM from Dr. Hutchinson and he was less than interested in my experience. He lacks any customer resolution skills. INCONVENIENT BUSINESS HOURS, DIFFICULTY REACHING STAFF, INFLEXIBLE SCHEDULING, POOR CUSTOMER SERVICE, DISGREGARD FOR CUSTOMER HANDLING AND DISREGARD FOR CUSTOMER RETENTION.
10/9/2020
I've been trying to schedule an eye exam for months for my husband, but this office has very limited hours. The Dr. is located inside the Brandon, FL Costco and they do not answer calls, they only return messages. This is a first! I've never known a company, private practice or not, to only return phone calls and NEVER answer the phone. So, between their abbreviated hours and inability to take calls, I've had to reschedule my husbands appointment a few times. The last appointment, however, was schedule for a Monday at 4:30 pm. I knew my husband would have to reschedule due to work so I called right after they opened at 10:30 am and left a voicemail (yes, because they don't accept live calls) and stated I would need to reschedule his appointment for another day. In particular, I mentioned a Monday appointment first thing in the am or last appointment in the pm as preferable. Ruth called me back a few hours later and left a message. So, I called her back. And I called back. And I continued to call back several times and leave messages and I did not receive a call back......until 4:45 pm, 15 min. after my husbands appointment was scheduled to begin. Ruth asked if my husband was on his way in the most condescending, nit-picky manner and I explained to her that he wasn't. And in fact, that I had left messages since 10:30 am. Ruth started to grill me about their policy, told me there is a "cancellation line" I should've called, and at one point said "what's the deal"? Sorry, what's the deal? Who says that to a customer trying to schedule an appointment??? I explained the deal, see above, and let her know that I too have a life and cannot continue to call for seven or eight hours to try to reach someone only to tell them that I need to reschedule my appointment. Ruth continued to be argumentative, speak over me and refused to let me speak to someone else. I requested several times to speak directly to the doctor or to anyone else because I could see that we were not going to meet eye to eye, but she would not allow it. I let her know that I would be calling Costco to complain about my experience, and she basically told me to do it. So I am.
I called Costco and spoke to Karen, told my story and was told someone would be contacting me the next day. The following day I didn't hear from anyone so I spoke with the assistant general manager and told my story again. She told me I would be followed up with, and the next day I received a phone call from Dr. Hutchinson. It was the most awkward phone call message I've ever received. He briefly stated his name, said he was returning a call and he hung up without any greeting or any kind of personal etiquette. I called Dr. Hutchinson back within minutes of his so called message, and again my phone call went straight to voicemail. I never received a call back.
This has been the most frustrating experience. Something as simple as scheduling an appointment to get an eye evaluation has become laborious and confrontational. The amount of time I have spent trying to reschedule and call, and wait for a return call has been unbelievable. It's crazy to think that any business would operate this way. Period. But particularly during a time when there is so much uncertainty and so many challenges for small business owners. Wow! Sorry Costco, but this doesn't seem to be keeping within the standards of Costco excellence.
We will find another Optometrist. read more
