Terrible Communication and Service Ross Eye Institute has been one of the worst healthcare experiences I've ever had. They never answer their phone--no matter how many times you call or what time of day. We have young children, and instead of being able to do something as simple as booking an appointment over the phone, they force us to physically come into the office just to schedule anything. It's extremely inconvenient and completely unnecessary in 2025. Their lack of accessibility and basic customer service is unacceptable for any medical practice, especially one dealing with children's health. I would not recommend this place to anyone read more

Clearly when scheduling appointments here they don't care about when you will be seen! 1hr later and still haven't seen a doctor! Some people have jobs and can't wait around while the doctor chit chats with the nursing staff! Do better. also side note: if you are late they will charge you $50 dollars. read more

Horrible experience!! Had a detached retina would not see me.. reviewed residents reviews!! This was 5 years ago ago and my whole life changed and they pushed me off to medical residents!! Wait time in downtown office was 3-4 hours!! I had unecessary. Cataract which led to victromery and then retinal detachment!! Office refused to see me fortunately I found doctor. Who saw me and was shocked how bad my detachment was!! read more

Sandra Everett is the worst person ever I been going to her for a year and she still hasn't anything I still don't know what wrong the last time I went she yelled at me she is a asshole read more

I had 3 appointments at this facility. One pre-op and 2 post ops. I had to re-schedule my third appointment and it took 2 weeks and hours (no exaggeration) waiting on the phone trying to reach someone. I finally got an appointment in December. Someone who schedules for my doctor called me back a week later and said the doctor would want to see me sooner than December. I told her I understood but was unable to get an apppintment. She scheduled me on a Thursday at 10:20. I saw the doctor at 12:25. The front desk receptionist was very kind and professional, her name is Pamela. I voiced my concerns to the doctor and told her it reflects poorly on her. I was very pleased with my doctor, but this is the worst clinic I have ever visited or tried to contact. read more

1. First visit (Amherst location only): Front desk terrible, wait time ridiculous, doctor and other staff reasonably skilled and pleasant. 2. Took prescription to America's Best to have glasses made - prescription was all wrong, anything past 20" totally blurry. Initially blamed America's Best but they investigated and found glasses were made correct to Dr.'s prescription. Subsequently called Ross Eye 8 times - every one with a wait time between 20 - 30 minutes. 9th time reached rude phone staff obviously reading off a script, told me I had waited too long and would have to pay a $30 co-pay to see about my incorrect prescription. I grudgingly agreed - I had nothing but a useless pair of glasses for my trouble at this point. 3. Showed up a little early for appointment - again, front desk terrible. Waited appoximately 50 minutes without being called and had to leave to get back to work. Waited in line for 10 more minutes while front desk staff failed to process two clients. Had to leave before I got fired. Also received two additional incorrect, unitemized bills. Pathetic and disgusting. Ross Eye is apparently where customer service goes to die. read more

The Ross Eye Institute is one of the worst medical places I have ever gone to. If you're going to Ross Eye Care for an issue that will require medication you won't receive it in a reasonable amount of time. The offices don't answer the phones and your pharmacy will never be able to get ahold of them to deliver the proper medication to you. They have a horrible communication system, lack of patient care, and will never solve a problem. They do not put patient care as a top priority. It is truly ridiculous I went to Atwal Eye Care and they delivered my medication to me within 24 hours vs Ross Eye Care took 4 months and then I gave up and left without ever receiving the proper treatment. read more

Absolutely horrible scheduling. Appointment was for 2:40 it's now 4:15. The close at 4,:30 so you know I'll be rushed out of here. Time to find a new Dr. read more

This group has no respect for patient time. I had an appointment at 2:10 but did not see my doctor until 4:15, and I was at check out by 4:21. This is not the first time this has happened, and it happens at all of their offices. read more

Patient service is terrible. I have been trying to call for several weeks now and just sit on hold for 30+ minutes or more and no one answers. I have also had the last two appointments canceled less than 24 hours in advance with the new appointment months away. This is incredibly inconsiderate and since I cant drive it wastes my time and the person who drives me. I would not recommend Ross. They are very frustrating to deal with. read more

I have been trying to get a script for eye drops the doctor told me I need it they never called it in so I called the lady u talk to about getting your meds is clueless she told me to call my Phamacy and my health insurance they both said u need a script that what I keep telling her everybody knows how long takes to hold of an insurance company and a pharmacy for them to tell me what I told her they were gonna tell me I need a script. I just talked to someone else that works supposed to be calling the doctor to get the script. She seemed like she knew what I was talking about. Let's hope so because by the time I get the it's gonna be a my sample will be gone. Besides all this aggravation, my doctors are very good. And I never write reviews but after being on the phone for an hour when I told her I needed a script called over and that would've saved me an hour of aggravation and she wouldn't even listen to me. It aggravated me. just because somebody's sick and has tons of eye problems doesn't mean people can treat him that way. We are very vulnerable right now with our our eyes in there hands read more

I took my mother for an appointment they had 2 people checking in no one at check out so everyone was in 1 line there were at least 12 people in line her last 3 visits she was there over 2 hours for a surgical follow up very disorganized and not fluent at all. I am a nurse and work in a medical office no reason for this read more

New facility beautiful. 1st time ever seen in a timely manner. Front desk terrible! From walking in to leaving no direction from the person there. Checking out same person mumbled and then charged me twice and then argued that she didn't. 2 days later shows twice on acct. Have called more than 10 times been left on hold over 10 minutes, talked to Sarah she said prove it faxed over statement called again no reply called asked for a supervisor hold lm and no reply. Has been a month! read more

Dr. May provided an excellent thorough eye exam. She took extra time and care to consult with me about my vision concerns. Dr. May was friendly and professional and is highly recommended. She gave important advice for dry eyes and answered all my questions. read more

No wait time and staff very friendly. Doctor was very thorough however while waiting in room I stood up to glance at computer screen thinking it was my report. Only looked for a second when the doctor walked in and blasted me for looking at screen. I explained I thought was my record but she said that it didn't matter. I felt terrible being chastised like I was. She apologized for being so harsh and I apologized for looking. I have worked in the health care field as a nurse practitioner and know that the computer screen being open is a clear violation of hippa law. I feel whomever put me in room was wrong for not closing the screen. I dont know how this could have been handled better as she didn't need to speak to me like she did I have always gotten very good care from her otherwise. read more

it is impossible to get any one to answer the phone. the message states training is process. however. after 50 minutes, not a person was free to answer a call, at least someone should've been able to at least acknowledge a long wait time read more

Do NOT go here unless you want to wait two hours for every single appointment even if it is just a vision test. They pull you out of the main waiting room and check you in, and then put you in a secondary waiting room where there are typically 10 to 15 people. each time you walk in to the office you think it is going to be fast because no one is waiting, but they are all really just waiting in a second waiting room. very deceptive and not respectful of your time. read more

I switched to the Ross Institute a few months ago because I was not satisfied with my previous ophthalmologist. I'm very glad that I did change . I now see Dr. Dave who is much much better than the doctor I was previously seeing . She paid much more attention to my problems with dry eye an is working very hard to improve the situation. She explains what she's doing and why. I would recommend her to anyone else. read more

been on hold for 45 minutes! this is ridiculous. other appointments we've waited 2-3 hours after scheduled appointment times! my sister had eye surgery yesterday and she had questions about after care, being that it was explained to her while coming out of anesthesia and she was a little confused. can't get anyone to answer the damn phone! read more

coming here you're just another test subject for them to experiment on. Ive been here since I was a child and they refused to help me with a simple doctors note for my job to confirm my patient care. Not one Dr or supervisor bothered to assist me with this. There is no empathy here . They do not deserve the star nor any other patients coming here... read more

We took our newborn baby to see Dr. Pranhu to rule out glaucoma. Our wait time was very short and the staff were kind and helpful. Dr. Prabhu and her team had excellent bedside manner and were thorough In their explanations. She was knowledgeable and patient and answered any questions we had. read more

Dr. Everett is absolute horrible. A family friend was seen by her and she was very rude and off putting. She's a SPECIALIST and had no knowledge of what she was there for. Shes old and needs to retire. Will never recommend her to ANYONE read more

The staff were very friendly and cared about their patients, but the wait times were ridiculous. Was there for a 1:30 appointment and ended up leaving at 4:30. read more

horrible wait times every visit!! not worth it! Staff is nice ,doctors are good .just not worth the wait !

My husband saw Doctor Everette on Monday February 17th 2025 she was nasty nasty nasty she would not address any of my husbands concerns and even snapped at her tech several times when wrapping up the appointment she told him to continue with the eye drops when asked how many a day she was very nasty and stated he knows what he is suppose to do now if she would have looked at her notes from the last appointment she would have know he was told to wean drops down weekly so he went from 4 to 2 so now we have no idea if he is suppose to go back to four or stay at two even my 7 year old daughter was upset on how nasty the doctor was my husband left that appointment crying out of being totally disrespected and with again no answer not once has he ever said he wanted a transplant of any kind and that's all the doctor kept saying is he's not a candidate for it. He has never once stated that he wanted to do it. I cannot believe how we were treated it's a disgrace to my husband All he wants to know is why his vision is still cloudy after having cataract surgery and no one can seem to give him an answer read more

I've been going to Ross Eye Institute for just over a year now, and when I say I have had nothing but pleasant experiences from the intake staff in front to the doctors whom cared for me. The staff is very professional and very pleasant . I'm glad I chose Ross Eye Institute for my health care needs. You can rest assured that the office (s) are immaculate as well. Kudos to Dr. Everette and her staff !!!! read more

I went to their web site and clicked the request an appointment icon. New in town, I wanted to become a new patient. I filled in all the blanks thus giving them some of my personal information. No one ever called. I can only conclude that the Ross Eye Institute is not interested in patients! read more

Wait time is TERRIBLE, over 2 hours is bullshit, it's not once , but all the time, I have to find another eye doctor !!!

Terrible billing customer experience. Go online to pay your bill and find that the total amount doesn't match the invoice sent in the postal mail. Call to talk to a billing person who is already very defensive and won't take some constructive criticism for improving the experience and avoid wasting everyone's time on the phone. Don't bother trying ask for a supervisor to talk to because the billing person claims the boss is not available and at lunch. read more

Very competent medical staff, in my experience. Happy I went. Still have ongoing issue, but doctor at Ross took much more seriously and effectively than other physicians. Feel lucky I went here. read more

8 o clock appt waited 2 1/2 hours for an eye exam

Awful experience, the required student doctor exam went horribly wrong, lack of professionalism, and terrible wait times.

I love going here for my daughter. It has been 4 years now and no problems. We were recommended here after our regular eye Dr at children's retired. We are usually in and out within 30 min max. So far so good. No issues. read more

If I could give negative stars I would. I made an appointment to renew my contact prescription (as a new patient) and was given an appointment. When I arrived, the staff seemed entirely confused as to why I was there. They told me their office doesn't do contact fittings but I could still have an eye exam, which I did. On my way out, they rescheduled me for a contact appointment. I made sure to confirm which office and they stated the same one. I assumed they would have materials ready? Cut to the day of my new appointment two weeks later. I got a phone call saying they didn't do contact fittings at the scheduled location and I would need to get a new appointment. I asked for the earliest available, which they could accommodate. I then went to that appointment the following week at a new location. Again, they seemed completely confused as to what I was asking for. I overheard the nurse talking to a supervisor outside the door about what questions she needed to ask me. They all assumed I had never worn contacts before, even though I had stated multiple times I just wanted a renewed prescription. I finally got in to see the doctor, who was the highlight of my experience. He was really helpful and professional. It's too bad he works for this organization. Once I had my prescription for contacts, I went to the front desk to see about ordering them. I was told the guy who orders contacts wasn't in but that I could "order them from anywhere" without any additional information. The receptionist also messed up my payment and put my charge towards the wrong patient and had to redo the checkout. I ended up ordering contacts through my vision insurance provider and got them in a timely manner. I try to be understanding and I can easily forgive some simple mistakes but this organizations run terribly. There is a complete lack of communication between all parties. They do not seem as if they really want to make anything easy for the patient. I will never go back. I do want to make sure to say again that the doctor himself was great, but nothing could bring me back to this place. read more

Staff members are kind and attentive but the flow of patients is terrible. My visit took three long hours. Other patients sat and waited way too long. Terrible, inefficient patient flow. read more

I've had eye done at other optometrist and Ross is the best. Quick to be seen and the spec are thorough and they explain every step. they also give you all the pros and cons t so you can make an educated decision with your care! read more

Unprofessional staff, and I believe unknowledgeable doctors. They do not explain, or probably know what my eye problem is? And when they see me, they walk in with their big interns, explaining things to them, but never telling myself anything. While I'm sitting there in the room for a great long wait. When it came down to it, they stated that I would need eye surgery. I am so grateful, that I did not go through with it. Because I did not need it. Just to fill their greedy pockets. read more

Por espacio superior a cinco años yo he sido muy bien atendido en RossEye Institute, sede Main Street, Buffalo, New York. El personal de recepción, los técnicos, médicos y demás personal siempre han sido muy atentos y diligentes. Lo único es que las esperas son demasiado prolongadas. read more

Best Eye Institute is the only one that tell me exactly what I have in my eyes !!! I recommended to any one

I have been coming here for a few years an I must say the staff & doctor's are very polite, friendly and professional. The office is very clean & child friendly. There are games for the kids to play and also, televisions in most rooms while you wait. The wait time is not very long so, you don't have to worry about spending all day there lol.. Btw, Dr. Reynolds rock.! read more