I normally would not leave a review like this, and my mother asked that I don't, but after how she…read morewas treated, I have felt compelled to say something. My mom has been a customer here for many years and was recently (a few months ago) treated in a way that was shockingly unprofessional over what should have been a very simple customer service issue regarding a promotion that was never disclosed to her at the time of purchase. What made the situation even more frustrating was the contradictory communication from staff. There was apparently a promotion offering any second pair of frames purchased at 50% off. That promotion was never mentioned to my mom by the staff at any point. When she later found out about it she called and was told by Megan that if she had been interested in two pairs, someone would have told her about that promotion, but because she wasn't they didn't. That logic makes no sense, how could she have known to be interested in an offer that was never disclosed in the first place?! However, after Megan admitted to not sharing this offer with my mother, Dr. Sarah sent an extremely aggressive email to my mom insisting her staff had in fact communicated the promotion to her during the original purchase. Those two explanations directly contradict each other and left my mother feeling gaslit. Instead of handling the situation respectfully, the office, and Sarah, were finger-pointing, dismissive, and unnecessarily hostile. The environment honestly is much more like a high school clique than a professional medical practice. What also surprised me was how unprofessional Dr. Sarah's email to my mother came across when she showed it to me. I felt terrible for my mom and how they made her feel, and had extreme second hand embarrassment for Sarah to be talking to a patient in such an abrasive, unprofessional manner. The tone of her email felt defensive, dismissive, and unnecessarily personal rather than calm and professional, especially from someone running a medical practice. Instead of de-escalating the situation or addressing the contradictory information my mother had been given, the email focused on portraying my mother as the problem for questioning a promotion that was NEVER disclosed to her. Certain staff members also spoke to my mother in an abrupt and confrontational manner, which escalated my mother's interactions with them. And after reading Dr. Sarah's own response, it became clear why the staff communicates the way they do. Leadership sets the tone, and unfortunately that toxic attitude has trickled down throughout the office. No customer, especially a long-time loyal one, should be made to feel belittled or painted as "difficult" simply for questioning something reasonably and expecting respectful communication. I'm leaving this review because people deserve to know that if an issue arises, this office will not handle it with the professionalism, respect, or courtesy you would expect from a medical practice. Small town bully mentality doesn't appear to escape people, even long after graduating high school.
