Gregory A. Stainer MD FACS

I had the unfortunate experience of trying to do something simple, pick up a pair of glasses. After all when I was there 2 weeks earlier and had my
exam by doctor Tiffany Risner I had nothing but rave reviews. She was fantastic. Friendly knowledgeable and put me at ease. Unfortunately after that the horror began and is where everything went terribly wrong. I had gone in and given my insurance information the week before. However they lost it so we start all over again. My son and I had both gone in with appointments 15 min apart. We were measured for and paid in advance just shy of $ 800 for 2 pair of glasses. We were told it would take 7 to 10 days to make the glasses. That timeframe seemed reasonable. My son got a call his glasses were ready we ordered both pair at the same time. However mine were not there and I was told it was because my insurance company is difficult to work with and they would only allow the office to use one lab for my glasses. When they brought out my sons glasses things were mixed up and his glasses were made with the wrong frames. No apologies were made, instead we were told it will only take a few days to fix the problem. Nothing was said about mine at all. However I got to thinking if his were wrong maybe mine were too. I asked if they would check. Sure enough mine were being made with his frames. I felt they should have questioned it themselves right away. Thank goodness I thought of it. Again, no I’m sorry instead we were told well your sons will be ready in a few day but yours will take longer because of your insurance company. Here’s where I started to get upset. Two mistakes no I’m sorry? I caught the second one but then I thought if my glasses aren’t ready and they were the same frames just another color why would his be ready sooner? My sons would have to returned to the lab have the correction made and then send them back to the doctors office. Mine should have been a simple call that said we ordered the wrong color please change them before you ship hem out. I questioned that and the young lady began to get snotty. How dare I question what was going on with my glasses that mind you showed up as a charge on my credit card the very day after the exam. Being in customer service for over 30 year this just irritated me further. Snotty because I asked a question? Especially since I had no part in the mistake made. At this point I asked for a refund I refused to do business with someone like that. The snotty one not the reception told me they would cut me a check and mail it to me. Wait a minute they charged my card in less that 24hrs and I had to wait for someone to cut me a check? I insisted on a credit to my card and eventually got one. As far as we knew my sons glasses would be fixed he could pick them up. I could go someplace that I would be treated with respect. 1 hr. later my son decided he could settle for the wrong color frames. He called the office and they told him no! You will wait and get the original color. Now common sense tells me hey, he’s willing to take these no expense to anyone everything would be fine and every one would be happy When I got home and was told his story I was absolutely livid. My son decided if they wouldn’t let him have those glasses and after all the trouble earlier that he didn’t want to do business with them either. He was told fine! You’ll get a check In the mail. The next morning I went to the office. No we don’t want a check please credit my card. I was told no they could only give him the refund. Wait a minute here I had proof on my statement t I paid for the glasses not him. Yet they insisted he come all the way into the office. We got our refunds and were on our way. Please don’t go to an office that doesn’t appreciate your business and makes all kinds of mistakes. But most of all please Tiffany Risner change offices. Go someplace where the other workers are as professional as you are.