We had a very unpleasant experience with one of the staff members (specifically Christina S.) when we visited for an eye appointment on 9th Aug 2018. My wife had called in about 2 weeks earlier and spoke to a lady at Crest Opto to re-schedule an eye checkup appointment for herself and mine for this date.
When we showed up for our appointment, Christina S. tells me that I tells me that I was not on the list for an appointment then and it was only setup for my wife. I was totally ok that I was not listed for an appointment on the system as I do understand that it could be a miscommunication on either side that probably caused a confusion and I was totally ok to revisit another time. However, Christina S. spoke to me in an extremely unprofessional and unwelcoming manner and her tone was just rude as if I was an intruder there and had to leave the place ASAP.
There is a certain way that one talks to customers/patients and Christina S. definitely doesn't understand customer service 101. She never sounded as if she was trying to even help out for setting up another appointment for me to the least. A few moments later, when another rep came in to talk to me and my wife (trying to help), Christina S. even passed on a smirk (sarcastically trying to smile) to us. Like Really?
I have been a long term patient with Crest for years together now and have been helped with a lot of older staff that have been extremely welcoming and kind. But Christina S. just doesn't seem to fit around on the front desk when she cannot really watch that tone she talks to people in. This experience just made us want to get out of there that very moment and never come back again.
Over to add on top of this, on 9th August, we waited for almost 45 mins just to get the prescription for my wife's medicine and the staff told us very confidently that the prescription would be emailed to us (we even confirmed if she was sure and she said she was) and that we could leave then (Note: after 45 mins of waiting) and next day we receive a call saying that we need to come and personally pick up the prescription and there is no way it could be mailed or emailed to us. This clearly shows that the staff is not trained to provide even a decent satisfactory experience to its patients. Does the staff feel patients would have the time to show up at your optometry every day? I believe a little understanding on the patients time needs to be valued here.
Writing here as we feel we are socially burdened to inform others of our experience as well. We have had a good past experience with Pham as our eye doctor.