My experience with Cohen's Fashion Optical in Jackson Heights, Queens, has significantly changed…read moreover the years, particularly with the shift in staff and focus. Previously, the customer service prioritized patient care and eye health, but now the emphasis seems to be on financial gain rather than customer satisfaction.
I initially visited the location under the care of Dr. Kim, and later transitioned to Dr. Martinez. Recently, I scheduled an appointment to get contact lenses. I used my insurance coverage and still had to pay out-of-pocket for a six-month supply of contacts, which led me to sign up for Cohen's in-store credit card. I was given a trial supply for a week; however, by the second day, I experienced discomfort and headaches from the lenses. When I returned to inform the staff, I was told to wait until my full order arrived.
During this waiting period, I requested a copy of my prescription to purchase glasses elsewhere. The staff hesitated to provide it, which is concerning as withholding a prescription from a patient is against the law. After insisting, I was finally given my prescription and ordered glasses from an external retailer. Ironically, my glasses arrived before the contact lenses I had initially ordered from Cohen's.
When my contacts finally arrived, Dr. Martinez advised the staff to order three different brands for me to try. However, a month passed without any updates, despite the fact that I had already begun making payments for items I did not even have. Upon following up, I was told to continue making the payments. After an additional week and a half, I returned only to find out that my trial lenses had been sitting there without any notification to me.
After trying the three different brands, I found that the most comfortable pair was actually cheaper than my original order. However, Cohen's attempted to charge me $50 more than the market price. Prior to this, I had researched the brand and its market value, confirming the overcharge. This experience highlights the lack of communication within this particular branch and reinforces the perception that their primary focus is profit rather than patient care.
The shift in priorities at Cohen's Fashion Optical - Jackson Heights is evident in their reluctance to provide basic information, failure to communicate with patients in a timely manner, and questionable pricing practices. While I have been a long-time customer, this experience has left me reconsidering whether I will continue to seek services at this location. For those in search of reliable and patient-centered optical care, I would recommend exploring other options before committing to Cohen's Fashion Optical.
"This company lacks a genuine mission or core values. Their responses to reviews are generic and insincere, showing little interest in real customer feedback. It feels like they care more about appearances than actually addressing concerns."
