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December 2023 by Banana Bread
I’ve purchased glasses about once a year for the past 17 years, I have NEVER had a problem until this last time. I purchased my glasses on the 25th of October, I have called and asked about them once every two weeks. The first setback was because the lab sent the lenses NOT the frames. I didn’t get a call/email/text telling me that there would be a delay. They have supposedly put multiple notes in my file to call me with any updates, or when the order was refilled or placed. I have received absolutely no communication on their behalf. When I called the last time they were very unapologetic and defensive. I understand that they can’t control the lab, but they can definitely control the customer service they provide. If they tell me they will do something, I expect them to do it. I asked them to cancel my order and was told they “will put a note to call me when the general manager is canceling my order.” It is December 18th 2023. I am no longer confident in this brand, where I have been loyal all my life. I am not confident i Will receive a refund or compensation for this inexcusable customer service. They will never see me inside of the store again after this is all over.
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November 2023 by B B
Very unhappy with Apple ave rx optical. I dont even need to detail about my service. I been going to this store for countless years, apparently they switched labs and they are awful at customer service all around. There's completely different staff from last time i was there..I felt like my issues i was and still having wasn't even a concern as a customer. Nothing to help my problems, but defensive on their end and I just don't plan on going back.
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October 2023 by Garrett Blanchard
Well, based on the reviews over the past 12 months, im not the only person with issues with this place. Attempted to schedule an exam on their online schedule tool that they would like you to use. Got a call 3 hour's prior to my scheduled appointment that their tool was broken and should not have allowed me to schedule that appointment time as they are double booked now and i would have to schedule a different time. No thanks ill take my business elsewhere.
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September 2023 by Hannah Morey
I tend to have good experiences here which is why I’m leaving 2 stars. But the last time I went was pretty poor. After being told I’d have to get a whole new pair of glasses and take another eye test, the lady up front joked about my situation to “cheer me up.” I couldn’t find my phone to transfer money I didn’t plan on spending to my account today. “Rough day? You lost your phone, gotta get new glasses.” It was a pretty poor excuse of a joke.The lady who did my test was cold and distant and clearly did not want to strike up a conversation.The last lady, Shelly, was particularly egregious. She asked if I wanted blue light reduction on my glasses but I knew it was going to cost too much so I said no. She then doesn’t ask me about the warranty and I bring it up to her. “Oh, well i didn’t ask because I figured we were pinching pennies today.” She was very rude and also inept. She wasn’t sure how to handle my insurance and needed help figuring out the cost of everything for me. When I asked about some of the “finer details” she was clearly annoyed and said she wasn’t trying to cheat me out of my money.I’m a 21-year-old college student looking to make things affordable. The fact that I paid $113 for this awful experience is why I don’t like going to appointments like this.
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September 2023 by Flo Predko
I simply wanted to replace my scratched lenses under the warranty I had purchased. The first visit took 45 minutes because the clerk didn’t know what she was doing, and instead of asking for help, kept poking around on the computer trying to figure it out. Once she finally asked for help it took a total of three minutes to finish. Then when I went back to have the new lenses put in, the clerk took my glasses to the back to switch them out. Five minutes later someone else walked in, and she came out of the back and spent 15 minutes setting that customer up for the doctor. Then she went back to work on my glasses. 15 minutes later she came out with my glasses still in pieces to talk to another clerk. She finally came back to tell me they had to send the lenses back because the lab forgot to cut the grooves in the bottom. She put my old lenses back in and sent me on my way. Later that evening, when I went to clean my glasses, I realized she had left the lenses loose so they came out when I cleaned them. Then I got a text that the new lenses were back. I went to have them put in only to find out they were the wrong size. She wanted to send my glasses in to the lab but I kinda need them to see. So they sent notes back to the lab again. Finally, we’ll over a month after starting this journey, the lenses came back and actually fit. I had originally purchased the glasses from that store about a year earlier, so they should have had all of the information on size, shape, etc. I will NEVER use RX Optical again!
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July 2023 by Lynne Roberts
I have been a patient at RX Optical for over 20 years in Jackson, MI. Always had prompt courteous service. Competent well knowledgeable and caring staff. Moved up north and expected the same thing at the Apple Avenue store In Muskegon. Didn’t happen. Extremely slow assistance. Not knowledgeable. Inconvenient hours. Short staffed at one time so they closed the doors from 2-3pm!!! Wrong glasses were ordered by the staff causing another week delay. They do not make sure that your glasses are adjusted properly. Extremely disappointed and unsatisfied with this location and will not be returning there. Ever. They need to be properly trained by the staff in Jackson.
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July 2023 by Timothy Monroe
Great Experience. Very professional and accepts my Medicaid and Priority Health. $160.20 is not terrible for a basic pair of no line bifocal eyeglasses ?.
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July 2023 by Elizabeth McDonald
This place is okay and they fixed my glasses
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June 2023 by aaron mayes
Nice at first. Absolutely no Follow-Up skills with customers. Glasses for my son are 2 weeks late on top of a 2 week lead time. No one picks up the phone. When they do it’s a rude conversation.They must be under staffed.Pick somewhere else.
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April 2023 by Shane McClure
Where to start. I’ve gotten glasses from the store in apple for maybe 20 years now. I started noticing this last year with the service . Last year they ordered my kids glasses wrong, ,told me it must of been something I did. Well when you have three kids getting glasses you normally wouldn’t order the tint on one pair and not on the other two pair. Instead of saying they made a mistake , the lady was adamant that I was the on that orderd them intentionally like that, Audr that makes a lot of sence , right? Ok so fast forward to this year. All three kids have an eye exam last week. Last minute they tell me Liam doesn’t have insurance? So the tell me you must not have insurance on the one? Again , that makes no sence, well I’ll have to pay for the exam and get reimbursed by Davis vision. Me? We’ll wait, once we get this figured out, can’t you submit the claim again!? So that I don’t have to get the inconvenience? After Davis vision saying that was the correct way to do , they agreed.Well it’s almost been a week , haven’t heard from them. The Norton shores store told me it’s been fixed. But because the people at apple location are mad at me, they haven’t returned my calls , so my son can’t get his glasses orderd cause they upset or they just don’t wanna deal with me, I’m very disappointed in that store. Called yesterday at noon, lady said she’d call back, never did,Kelsey Has always went out of her way to help me, but that new lady there is rude. , and the store in Norton shores had tried to help me, but they can’t make the Apple Store reimburse me. It’s really sad. To see customer service like this,I also asked to have a manager call me back, they never did!!!
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March 2023 by Tom Johnstone
Great staff and quick turnaround.
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March 2023 by Thomas Johnstone
Kelsey was great. Very intuitive with me since it’s my first set of glasses.
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November 2022 by Chris Kemp
Phenomenal service with a hometown feel and friendly staff!
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September 2022 by Gel Not
Great place! The staff is knowledgeable. Very busy place so they must be popular.
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August 2022 by Mike Tasma
After a few positive visits, I have to say that my last visit was incredibly disappointing. One of the ladies incorrectly gave me the wrong time for my contact lens finalizing visit on my appointment card. I had to wait a solid month between my contact lens exam and the visit to finalize my prescription and then even longer to actually get my annual supply of lenses even though I had paid for them during my initial visit.And the thing that really was the kicker was the staff's ignorance towards picking up the telephone! During my visit the ladies in the front did not answer the phone at all during the several times that it rang. It's no wonder why I had difficulty trying to reach anyone in the office when I needed to call up here.I can understand being understaffed but it's really starting to rub off on your customer's experience. It's a shame, I liked going here in the past but this last experience really left a sour taste in my mouth and I'm seriously considering going somewhere different for my eye care needs.
