I love this family run operation. There are definitely some challenges of working with a family run store. There have been occasions they forgot to tell me my order arrived or closed earlier. However, each time I interact with the team they are extremely helpful and considerate. They work hard to support their patients and help them out the best they can. This is a really sweet family run operation. The Doctor has a depth of knowledge and spends his time making sure you understand everything. In our society where doctors can feel like working with a service center, this place feels like they really care about you! read more

Wish I could give them less than one star. I wish I had read reviews of this terrible business before I went there. It's impossible to get in touch with their extremely rude staff. When you do finally get an appointment it will take 3-4 hours before you are done. I then had to work with a very unprofessional eye consultant who instead of helping talked incessantly about her cat. I waited over three months before contacting them regarding when they will be in. When they didn't call me back I called to cancel my order. I was told that they were in process (rudely) and I couldn't. When I questioned why? She yelled at me that she would refund me and hung up on me! DON'T go there! Disgusting lack of customer service. read more

This place has hours posted on their door but seem to be open whenever they want, no reliable schedule. The office manager said they can't reliably keep their hours because they have 2 locations, and that they have reduced hours due to covid (after all bans have been lifted.) The doctor doesn't wear a mask and gets 1 inch away from your face so it seems like they are using being covid-conscious as an excuse. I would recommend a different optician if your time is valuable to you. After being closed randomly, they are now officially closed for a week (but this isn't posted anywhere publicly). Also worth noting that my eye was red after my appointment a few weeks ago and has bothered me since. read more

Buyer Beware. I made the mistake of not checking google reviews before booking an appointment and ended up paying for it. Rude staff, 45 minutes behind schedule that but is not the worst part...They issued an incorrect contact prescription (4 days late) and then when I called to either ask for a refund or to change the prescription, they refused. If I could give 0 stars I would! Stay away, so many other good Opticians out there that would appreciate your business! read more

This is the worst run office I have ever been to. They were one hour behind, then did a rush exam. Didn't do half of the tests they should have done. Never even got the chance to sit down with the person that fits the frames to discuss lenses. She was busy socializing with a "client" for an hour. After 2 weeks they hadn't even ordered my glasses or opened a claim. I called and discussed my disatisfaction. Tracey told me they wouldn't bill, and I could go somewhere else. When I made an appointment elsewhere I found out they changed their mind and did bill my insurance making me inelligible to go elsewhere. When I called I was told that Tracey should never have told me that. The doctor did an exam and should get paid was their response. I never even got a prescription from him. When I complained to receptionist that we waited an hour beyond our appointment time, she replied "its not my fault". They were so behind that people after me were rescheduling. I wold definitely NEVER go there again, or recommend it to anyone read more

Dr Schurgin is a delight and professional. The front desk could benefit by some tips in customer service. Found them not very friendly, more than once called repeatedly if contact lenses were in as they don't follow up when you order is in. Don't return calls in a timely manner. When addressing it to front desk they got quite defensive. read more

This is the best Eye Doctor bar none I have been seeing Dr Shurgin. For 30 years he was the only eye doctor that could fit ne into contacts many years ago that No other doctor could if your looking for the best eye doctor look no further you found him. read more

I moved to the area and changed eye doctors and went to this new place. As soon as I walked in the decor and music were inviting and alive. The front desk staff efficient and friendly and helpful. The doctor knows his stuff. I felt very comfortable. After meeting with the doctor, I met with the optical department and she helped me select a frame that fit well and explained my insurance and I am very happy with the results and my eyeglasses choice. I will be back . read more

Towne Eye / Suburban Optical could be the place for you if you have unlimited time that you're willing to trade for quality lenses. I've gone there twice for the convenient location. Both times I have been very happy with the quality of the optical work (I'm talking how the lenses correct my vision, not frame styling). Things there just seem to take longer. Another shop I tried did not do such high quality lens work. Lenses here were just better for my eyes. The gory details: First off, the hours are keyed to an old-fashioned doctor's schedule -- you know, closed on Wednesdays. Open during the hours you work, except Thursday night. Let me throw in a positive -- the staff have always been super friendly. They seem genuinely happy to see each customer. The doctor enjoys talking about his craft -- for instance did you know why they use a red/green brightness/contrast test at the end of distance vision correction? Prismatics! Cool! Back to the downers: they are not very communicative. If your lenses are taking twice as long as expected, expect to hear nothing. When lenses come in, maybe you will get a call, but certainly not the same day. If you call and leave a message on the answering machine, they will get it and start work, but won't call to confirm. Sadness: I brought my Google Glass to the shop to get lenses fitted -- the super cool new version that takes prescription lenses in a titanium frame. Long story short, about two months later I am still not wearing them. They had to send to a special lab to make the lenses. OK, its custom. Lab did not use the right glass, but no one noticed. Back to the lab. New lenses don't fit the frames. Back to the lab. Still waiting... First world problems, I guess. read more

customer service is terrible. Had an appt. the day after a snowfall. Sign said they were open, but no one was there. They could have called to let me know as the storm was well forecasted. I called them and they never returned call-won't go back read more

Worst customer service ever. Front desk is a train wreck. I've been going here for years and I can't take it anymore. Dr. Shurgin, do yourself a favor and fire your whole staff, maybe then I'll come back. One star, only because I didn't have the option for a zero...that's how bad it is. read more

This has been my eye doctor forever. He is great and really knows his stuff. Large selection of glasses. New updates everytime I go in in the office recently. New staff that is nice and great and very efficient. Highly recommend . : ) read more

The doctor does not honor the guarantee in the expensive lenses and glasses he sells. Very bad service. Rude and Abrasive doctor. The doctor is always late for his appointment. Patients has to wait hours after the appointment time. read more

No stars would be sufficient. This has to be the most incompetent place I have ever had the unfortunate experience of dealing with. My daughter broke the arm on her glasses, dropped them off Aug 28th. They said about 2 weeks, the girl "who handles" that wasn't in. (She is Never in!) called 3 weeks later after not hearing from anyone. She said the arm had to be ordered and was back ordered, they would be in next week. Fast forward to today Oct 12th after 3 messages that were never returned over the course of the last few weeks. I got in touch with someone. She told me the "person who handles that isn't in!" But she honestly has no idea where they are or what's going on. Assures me I will hear from someone today. Unlikely,I now have to go down there to try and get some answers. Only went here because my insurance changed, I will go back to for eyes, and pay out of pocket, at least they are prompt, competent and always have the appropriate staff working. I have had my sons glasses not repairable, replaced in less than 2 weeks through them. Since my daughters glasses are no where to be found, I get to fight with them to replace them now and I'm sure wait another 2 months!! read more

I hate to write a negative review of a local business, since I always try to support them, especially the ones in Melrose. But I have to make an exception this one time. This place is pure incompetence. I had to wait three months for my glasses. They had to be sent back twice for correction. After I brought them back the second time because I couldn't see out of them, they told me that it was my fault that the glasses were incorrect. They simply followed my instructions. So, let's see. I ordered two pairs of glasses. Same prescription. Same instructions. Yet one came back OK (i.e. after the first screwup) and one came back wrong. On top of all this, the place is dirty, some of the help is rude, and they have ridiculously restrictive opening hours. So basically you'll have to take a day off to pick up your glasses. Three months and two days to get a pair of glasses. Absurd. Thankfully there's a place right across the street. read more

my daughter has been going here for 2 years. She was fitted for contacts and the first year she got contacts they Insurance cause they are medically necessary. The following year I had to get the contacts for another year. After numerous phone calls that went unanswered and months later they ordered her the contacts. They were supposed to give us one year per my insurance. I show up to pick them up and they only have 6 months no surprise to me they can't do this right either. I tell the woman at the front desk it supposed to be a years worth. She has no idea and said Dr.Sherman will call me. I called the office 2-3 times a week with no call back. Dr.Sherman did not call me back until I showed up at his office on a Saturday to confront him. He is extremely unprofessional. He apologized up and down saying that they have had some problems with his staff and got new help. His employees are not the problem it him he does not return phone calls and has no answers. He asked me to send over the paperwork he sent last year for approval cause he didn't know how to do it. I sent it over and he called me a month later to tell me he was ordering the contacts. I called him a month later cause my daughters contacts are special order. I get the receptionist and she had no idea what was going on said that the doctor will call me. He never called me back. I called again and nothing no return call. I then call his office today and told the receptionist that Dr. Sherman never returns my calls and if he didn't I would go down there to talk with him the next day. He called me tonight first thing he said it to be honest with you I don't know where her paperwork is. Seriously he supposedly ordered these contacts months ago. He started yelling at me that no one would supply someone with all these contacts while the wait. He supplied her with one pair and they were not her prescription so like everything else he has no idea. I ordered and paid for contacts myself months ago cause I have no faith in this doctor. The only thing is he gets an approval for the contacts and tells me he ordered them that means if that's the case he got paid and my daughter did not get contacts. You would say why keep calling and going there cause he said he got the approval which means I can't reapply. If you love you family do not take them to this office the care is horrible the doctor is rude and extremely unprofessional. I don't usually put things out there but this has gone on for to long with no results. I wouldn't even give them half a star. read more