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February 2024 by Nouvelle Chicane
Just before Christmas I had a special color request from a client going on vacation abroad. They really wanted their lenses to match the color of their front door. Rochester Optical matched the color spot on based on a photo and a Benjamin Moore color code. Not only did my customer love it ♥️. Now everyone wants it! Thanks Sheila, Marshay, Customer Service and Roger for putting up with my quirky requests!!
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January 2024 by Haley Sims
-Insurance Discrimination-Refused to assist me-Refused billing my insurance-Tried to force me to pay 100% out of pocket-Told me I couldn’t wait in their store while calling insurance to confirm lens coverage-Refused calling my insurance to confirm benefits-Would not provide me with their billing policyToday I came in to use my insurance benefit to choose a pair of glasses. I have very high index lenses and I’ve never found a frame I love that fit my coke bottle lenses. I found the most beautiful frames I’ve ever seen, but they were not a covered option. I was willing and glad to pay for the frame and forgo that benefit. I wanted to use my lens benefit and was told that they were unwilling to bill Excellus BCBS for my lenses and that I would need to pay 100% out of pocket. They claimed that they were not receiving payment on lens claims from that insurance company.The receptionist also felt the need to tell me that they only get paid $43 for a covered pair of glasses. As someone who is legally twice the limit of legally blind without lenses, it is a privilege to be able to see. That measly $43 dollars she complained about could be the difference of someone being able to see! And they only get 1 pair for 2 YEARS.(Please donate old glasses to “The Gift of Sight Program”)Wanting to use my insurance for my lenses, I was curious to know if there was matching lens size in a covered frame so I would buy the frames . I was given ZERO help. The Optician REFUSED to look up the lens sizes AND REFUSED to pop out the lenses from the tester to match….because he didn’t want to break the frames. He made it clear that he did not want to assist me at all and was not going to do so.I decided to call my insurance while in the store just to make sure I understood my benefits. My insurance confirmed that my lenses would be covered and that if there was a question I could give them the phone number on my insurance card and have them call themselves.When I let the store know my insurance would pay out on just lenses they said that they don’t do that. I asked them to call my insurance for themselves and they REFUSED to do so. I asked for a copy of their policy of not submitting just lenses to insurance and they REFUSED to provide me with their policy.I said I would wait until they could provide me with that policy and that I would call my insurance back again. They told me I couldn’t wait in their store. While I’m on hold with insurance for the second time, the receptionist and Optician approached me 5 times asking if I was going to purchase glasses. My response every time was “I’d love to purchase glasses today, I am on the phone with my insurance because I would like to use my benefits”Their response was huffing, puffing, and waving their hands at me like I was a problem for wanting to use my covered benefits to purchase new glasses. The Optician Paul actually scoffed and snapped up the several pairs of glasses infront of me and stormed away.At every turn the receptionist and ophthalmologist treated me with disrespect and total lack of care. They were DISCRIMINATING against me because of what my insurance company would pay them.I’m fortunate enough that I could have just purchased the glasses. I walked away from the one pair of beautiful frames I’ve ever seen because of how the receptionist and optician treated me.Also: While I was there, a gentleman came to pickup his son’s glasses and the store had given them away to the wrong person.P.S. I went to another optical store and they confirmed that they bill and get paid on claims for only lenses with my identical insurance. They were floored to hear that Rochester Optical refused billing my insurance in an effort to take advantage of me.I highly recommend Sterling Optical to anyone reading this. They will make you and your eyes a priority. They are currently trying to special order the frames I fell in love with.
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August 2023 by Jessica Sheppard
I’m not one to usually post reviews in fact this is a first. I scheduled for a contact exam for aug 2nd and was quoted 75$. The day before I received a confirmation call along with an updated price of 207$. Well I self pay and did not budget for more than double the cost so I needed to reschedule. In which we did for Aug 10th. I did receive my confirmation call the day before and all was good. Well the morning of my appointment I received a call from Lisa. Who goes on to tell me that the only doctor they have on staff called in sick. No accommodations offered or resolutions. Basically had a “oh well” attitude. Claims the only dr they have will be out until next week??? Beyond frustrated at this point and disgusted with the level of customer service given.
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January 2023 by Clifford White
My apologies for the other review it just seemed a bit particular in my perspective the way things were, because i was given permission to charge there after hours but after some time the chargers were turned off after hours so it deemed weird
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October 2022 by Julia Miller
They have exceptional service they're very friendly and professional. They get the job done and correctly everytime
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March 2022 by Steve Tyner
A great experience for my first glasses!A very professional environment, with zero pressure for more expensive options. The entire staff provided outstanding customer service.
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September 2021 by Jovaun Spirles
Maria is the greatest... Took her time and assisted me with everything i needed. TY
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September 2021 by D Shawn
Prompt, professional...overall awesome experience??
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May 2021 by Fetia Faggiano
I called to schedule a eye exam for my son I spoke to Candice, she was the Nicest Most Professional Person I have ever got . She went out of her way to help me & very pleasant to speak to!
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January 2021 by Merry Braithwaite
I am so grateful for the individual care and amazing customer service we receive at Rochester Optical. We have to young sons with disabilities. They are amazing with them!
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January 2021 by Norm Pink
I stopped into the store yesterday with a broken frame. The frame was over warranty by a few weeks, but they took care of it anyway. I was able to leave with a new frame right away. Debbi helped me and did a great job and was very caring. I will continue to do business there. Thank you.
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November 2020 by Javier Dominguez
Very good place for eye exam and lens order
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October 2020 by Jim Holleran
the friendly professionals dispense glasses for our family
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July 2020 by Brandy Steinmetz
Should really have the hours online match what it states on your door. So people don't waste a trip into the city for nothing. I also tried calling before coming and got an answering machine. Not cool.
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May 2020 by Chip Mangini
A great company that I've purchased from several times. Super quality, and awesome customer service! I worked with Sam Chen, and found him to be ultimately professional, an knowledgeable. No place better.... I highly recommend Rochester Optical!
