Eyes In Disguise Optometry

Waited outside for 40 minutes for the store to open then gave up. No one ever picks up the phone. The instructions they gave me on how to use my contact lenses was wrong, they messed up my husbands glasses order. Definitely avoid this place, so unprofessional and will waste a big slice of your time.

This place has steadily gone down hill fast the last couple of years. Their customer service and business operations is complete crap. They don’t pick up the phone 90% of the time and don’t bother to call you when your glasses are ready but then lie about having left a message and talked to you a month ago when you call to check on the status. They don’t open the store on time and when you call the other store about it, they try to cover it up by saying the person is stuck in traffic having picked up inventory from the other store «over an hour ago» 20 minutes ago even though traffic reports show it takes 22 minutes in current traffic from store to store. 9 customers walked away since it is now 40 minutes past opening and there is still no one in sight. Make that 10 customers who has now walked away and this one will be looking for a new optometrist!

New to SF. Moved here from Chicago where I had an incredible eye doc. Decided to try Eyes in Disguise… they are in my insurance plan, the store is close by and they have a good selection of eye glasses. I have to say, I’m glad I went here before reading the Unilocal reviews because I’m certain I would have gone elsewhere. Nonetheless, I had an excellent experience with this shop. The doc is great… thorough, knowledgeable, relevant and friendly. He made some tweaks to my prescription that really made a difference for me. I purchased contacts and eye glasses. The staff was super helpful in picking out frames. Got my contacts in about five days and my glasses in about seven. I have nothing but positive things to say about my experience with Eyes in Disguise. Perhaps they’ve changed staff or the way they manage their processes? Regardless, I will definitely being going back for my annual exams.

I had such a wonderful experience getting my glasses here. Cecile was absolutely amazing pointing me to the right direction of the perfect frame shape for my face. I absolutely love the glasses she helped me with, and have gotten so many compliments. They went the extra mile for me doing insurance research. They were prompt in delivering my glasses — faster than I had expected, which is always an extra treat. I live in Sunnyvale and I will be back here again for my next pair. I highly recommend this place!

I’m usually a very passive person when it comes to customer service (in fact this is my first Unilocal review ever), but my experience the front desk staff at Eyes in Disguise is hands down the worst I’ve ever had in my life.
Everything with them was a hassle from day 1 – it took about 10 calls to place an order for contact lenses because nobody would ever call me back. Next time I needed lenses I decided to fill my prescription through 1800 Contacts and – big surprise – I got an email from 1800 Contacts saying they weren’t able to fill my prescription because my eye doctor wouldn’t call them back. Again I called 10+ times and never received a returned call, so I finally walked into the office to get an answer. The only excuse the receptionist had was that she had «tried to call me back, but they have three way calling so sometimes calls don’t go through.» Um, okay.
The final straw was this week when I tried to order glasses. When I told the man at Warby Parker that my doctor was Eyes in Disguise, he smirked a bit. I asked him why, and he (very politely) said that they’re infamous in SF for never returning calls, and that they frequently have issues filling orders for their patients. Lo and behold, I got an email from WP yesterday saying they couldn’t fill my prescription because they weren’t able to reach my doctor.
Bottom line: they shouldn’t be in business. Terrible, horrible customer service. I have wasted so much of my work time and personal time trying to chase them down. Stay away.

Call after call after call. Messages left and no call back. WORST customer service. I am so disappointed I didn’t read these reviews before ordering glasses from here. They are absolutely awful, and not pleasant when you actually DO get in touch. I’m still waiting for my glasses. This office is a mess. I really like giving the benefit of the doubt, and I hate being negative, but this is just downright rude. I cannot imagine what they are doing to not answer the phone for days on end. When I visited the office, I was the only one there, and there were two people manning the desk. What’s going on here?

I called 4 times over 2 weeks before getting a call back, and the excuse was they had the wrong number. Really? After I left 2 numbers in 4 separate messages? Needless to say, I found another optometrist.

This is by far the most ridiculous customer service I have ever experienced. Not only are they extremely extremely late on delivering my glasses but not ONCE have they picked up the phone to update me on my order status or even inform me that it was going to be over 2 weeks late. The do not return phone calls or ever pick up the phone. I am getting ready to sue them for dishonesty and poor service and will most certainly never go to this place or recommend it to anyone. They should close down. I hope they read these reviews because I will be demanding a full refund and taking my business elsewhere.

Made appointment to see Mallory Lynch, OD. The moment she walked in to the room she had a negative defensive attitude. She talked over me and did not let me finish my question before interrupting me each time. First time I’ve ever had to be checked for glasses so I had a couple of basic questions. Entire exam took less than 15 mins in and out.
Ordered my glasses online –Warby Parker (not from there) and when I received them, I could barely see when I wore the glasses. I called Eyes In Disguise and asked if I could come back in, woman at the front said sure no problem-​she was pleasant thru the entire experience.
When I go back in Mallory asks what’s wrong, I tell her and she immediately blames Warby Parker saying they «use cheap materials and poor craftsmanship». That may be true but for $ 99 for reading glasses, who cares?!? Plus they donate a pair to someone in need for each pair you purchase. Point being she should not have disparaged the competition. It’s tactless and transparent. I told her as much. In the second appointment she again talked right over me.
I won’t be going back, Mallory has an attitude problem, and in the end she had to change the prescription she wrote for me. Is that due to Warby or her evaluation? I don’t know to be fair, but I certainly don’t care for her demeanor.

The Mr & I were strolling along Union St when Eyes in Disguise pops into vision
Knowing the Mr was in the market for some new specs, we entered to see their fun frame offerings
He beelines to the frames while I beelined to the sunglasses
Lots for those looking to make a fashion statement & while the Mr found a pair he liked, he wasn’t convinced to take the plunge… they might have been a bit too bold & he was looking for something to bring it from classic-​conservative to bold-​metro & these were more along the just-​bold line
I saw an adorable pair of Lafont sunglasses & thought they were whimsical & cute & something I could wear to fun events — but not really for everyday wear
Well, let’s just say those babies were astronomically expensive… but I was advised they’d give me a $ 100 discount & I could put them on my insurance so it’d all be covered — so needless to say, at that point, I was completely sold
But after finding out I had VSP, all of a sudden the original discount they promised me was taken back & then I was dealing w/​full retail price — which I thought was not fair since I was originally quoted $ 100 discount AND they would submit it to my insurance
Now it was just whatever my insurance would cover & I had to pay the difference. Definitely NOT the «full coverage» discount I was hoping for or had been led to expect… but at that point, my heart had committed to buying them… should have listened to my head
So I ended up paying A LOT more than I had expected I’d be paying & had retail regret all that night… but they’re mine now & there’s nothing I can do
Why you may ask? There is a no refund policy & since I don’t wear glasses, I couldn’t use & didn’t want a store credit
Not a good experience but an expensive lesson for setting false expectations? I’ve definitely seen better!

Dr. Monetta is great, it’s as shame that his office hands down has the worse customer service. Be prepared to never get a returned call and wait 3 mos for your glasses. I don’t mind the wait if there’s a legitimate reason or better yet give me a reason, any reason. They never bothered to call to tell me that my order was delayed. I had to call them after a month went by. Left several messages and no one called me back. I had to go in only to have them tell me it’s back ordered! I really can’t understand why it’s so difficult for them to extend a simple call.
My glasses finally came and they’re great. If it weren’t for Dr. Monetta and my glasses, I would have given this place 1 star.

Searched high and low for great frames and found them here but I will never again buy anything here. Though one of the clerks is nice, neither is good at her job, much less professional. Their lensmaker screwed up many times as well (though they say they use Zeiss, which should be high quality).
Their long list of mistakes follows:
1. Called to tell me that my frames had arrived after weeks of waiting. I came in and they were the wrong color. (By the way, they only called to tell me they arrived after I called in to ask.)
2. Had me use the wrong color as loaner frames because the correct color would take months to come in, because they were back-​ordered. Why didn’t they check on the status when I ordered?
2. Had headaches for months so I came in for them to check my prescription. They «checked» it and told me it was correct and it would just take time for me to get used to them. Actually, the LENSES WERE WRONG. I went to my optometrist and they checked the lenses with two different machines which Disguise did not use. Their lensmaker had made the lenses IN versus OUT, which was causing my issues. (My optometrist said that’s why she recommends making the glasses wherever your eyes are checked, so you don’t have to go back and forth between shops. Thank you Dr. Kennedy for doing this free check of the glasses. I will always make my glasses at For Your Eyes Only as they’ve never messed up in years of my patronage.) Of course I had to wait again while these lenses were being remade. So I finally got my correct lenses and correct frames 5 months after I ordered.
3. My husband ordered frames as well. Shock! His came in the wrong color as well.
4. Also, my husband’s glasses arrived with cracked lenses so after weeks of waiting, he still didn’t get them because they had to be shipped back to be remade. If I remember correctly, they forgot the transitions on a second pair.
And despite all of these mistakes, even after we drove all the way across the city to the shop only to deal with their mistakes time and again, we got nothing to like an apology or even a show of accountability. We didn’t ask for a discount or a free eye exam next year or anything and we never gave them a hard time, but couldn’t they do something to show?
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By the way, the people in the neighborhood know this place should be avoided. Too bad I didn’t hear about that until after the rigmarole we went through.

I have been to almost every frame shop in SF, but this place has the best brands, and they are updated VERY frequently. Love their Danish ProDesign series. Nobody else carries them. I’ve used them for years and never had a problem.
1) They are expensive, for sure. $$$$
2) They have weird hours, call first.
3) they do not return calls much.
that said, i highly recommend them. Hey, don’t skimp out on you frames, they’re your face!

Although the shop is small, they carry a wide selection of nice frames like Oliver Peoples, Tom Ford, Paul Smith, Ray-​ban, Chanel. The lady working was friendly and wasn’t pushy. The prices were fair compared to other places nearby and they accept VSP! I will be back.

I’ve always had a good experience here!!!
I’ve been going to Dr. Monetta for years. Love this place. LOVE the most amazing optician in the world, Cecile!
Just got my new Tom Ford sunglasses and Chanel prescriptions today. Are you kidding! I can’t imaging a world without Eyes in Disguise and the incredible service I receive from Cecile, year after year, after year. I l literally have been a patient for 8 years, of both the Lakeside and Union Street location.
I look forward to spending the leftover $$‘s from my flex spending plan every year, I love getting my fashionable eye wear right at the end of the year (I’m usually rushing in there end of year to claim my benefits before I lose them) …and they have an amazing selection of high end, première designers, Chanel, Tom Ford, Prada, etc.
My husband looks extra spry in those Pradas, I tell you *wink*.
They also accept my insurance — which was once Davis, then my employer switched to Aetna — and they take that too. And I don’t have to come out of pocket first like that hideous Lenscrafters.
So, at the risk of sounding like they paid me, just saying, I LOVE this place, I’ve recommended them to my vainest, most selective friends and we all say– YOU ROCK, Eyes in Disguise! Thank you!

Got glasses for the first time after my vision was killed by hours of reading law textbooks. Mr. Monetta saw me on a weekend, which is very convenient, and he did a wonderful job explaining exactly what was malfunctioning in my eyes.
He prescribed glasses to fix my far away vision (I didn’t realize how bad my vision was until I walked out of the store, HD vision). He also prescribed special reading glasses so that I don’t further damage my distance vision. I liked that he cared about preventative care.
The girls that work in the front were helpful in picking out glasses. They advised me to get a anti-​glare film (not sure its exact name) for the lenses. I thought this was an unnecessary add on so I only got it done to one of my two pairs. However, this was not a gimmick; my «non-​film» glasses reflect everything around me so it looks like I am wearing weird splotchy white sunglasses. The «filmed» ones look like normal glasses and don’t reflect anything, just like she told me. I guess everyone gets the film, rookie mistake. Will get the film when my insurance lets me go back in a year.
In terms of frames, they had a pretty good selection, but they are all very pricey. That being said, I love when I am «forced» to splurge, so I am not REALLY complaining. I got fabulous glasses. Best of all, they were done in less than a week– just in time to continue reading and reading.

Great doctor, very thorough and patient… but worse shop ever to buy glasses!!! It’s been over 3 weeks and still waiting for them to arrive…
My advice: take your prescription and go get glasses elsewhere!

Though it seems my fellow Unilocalers have had mixed results with EID, we found this shop and Dr. Monetta to be nothing but pleasant, accommodating and professional. The location on Union (in Marina/​CH) is convenient, upscale and stocked with the swankiest designer frames (though in a somewhat limited selection). They accept a myriad of insurance plans, seem competitively priced, have much-​needed weekend hours, and a staff of young girls who are always friendly and helpful, in particular Heather.
Focusing on the service aspect: my wife has a very specific prescription – an astigmatism requiring special order toric lenses – which they had samples of in stock & offered at no charge while they expedited the full year-​supply order.
Dr. Monetta is extremelypleasant, knowledgeable & thorough, and takes as much time as needed to ensure a full completion & understanding of the exam. If there’s one critique, it would be that the appointment times are not always adhered to – but to us, that is an acceptable result of the doc taking his time and being fully involved with each patient (and there’s a terrific coffee shop right next door if you do have to wait a few minutes).
All in all, we found Eyes in Disguise to be a reliable, neighborhood place for all your eyecare needs.

Eyes In Disguise is my go-​to neighborhood spot for all of my eye-​wear needs. I appreciate the convenience of being able to have my eye exam and purchase my glasses/​contacts in a single location. I’ve ordered contacts, computer glasses with Chanel frames, and regular glasses with Sama frames here. Everything has always turned out perfectly. They accept my VSP insurance, which helps bring the price into the realm of feasibility for getting high end glasses. Yay!!!
I’ve always received excellent service here. The staff has been very knowledgeable in assisting me with selecting the right frames for my face shape and prescription strength. My experience was so good I sent the bf here to get his tres sexy Oliver Peoples polarized shades. Taste our collective bespeckled hotness!

Note: I did not see the doctor for an exam. This review is based solely on their horrible service and, in my opinion, if a business treats you badly during your first visit you can assume that it will only get worse.
I tried calling Eyes in Disguise a while back to see if they will adjust glasses at all and could not reach anyone on the phone after multiple attempts. No big. Left a message — no reply. Left another message — no reply. Eventually gave up with no hard feelings and decided to take my business elsewhere.
Just recently last week I had a contact pop out during work and being completely disoriented and dizzy I called Eyes In Disguise to request just one sample lens to get me through the day. They informed me that they would need a prescription which, although a hassle, made perfect sense and I proceeded to have my previous optometrist in the South Bay send it via fax after a couple of phone calls between the two offices. Ok then, I should be all set right? WRONG.
The receptionist, after I had walked into the office and coordinated to have my prescription faxed, informed me that it would be $ 44 for ONE box of contacts. Usually I get a box of contacts for around $ 25. I told them that I would pay up to $ 10 for ONE contact considering I had a full stash at home and they still would not budge on this which seemed to be, in my opinion, them taking advantage of my situation and being extremely unaccommodating.
Not to mention, as other Unilocalers have mentioned, the receptionist was EXTREMELY RUDE and really just pissed me off.
This is only my second one star review and if I could I would give them zero. I would never bother to come here to see the doctor considering the difficulty you would have dealing with the front desk. Don’t be fooled by the décor inside. Do yourself a favor and check out See Eyewear down the street with a good selection and much much better service.