My review is not based on the doctors at the office, just the business operations and person who helped me in the optical center.
I initially spoke with a young man over the phone (can't remember his name, pretty sure it starts with a "D") and he was very pleasant to work with. He was extremely helpful, informative, answered all my questions and managed to fit me in the same day to come pick out sunglasses.
I walk in and was not greeted by anyone or helped. Luckily, the young man who helped me on the phone saw me standing there and assisted me. He let me the staff know that I was there for my appointment. I then took a seat in the front waiting area and after 10-15 minutes, a young lady told me I needed an appointment to be seen. I was confused because I was told the staff knew I was there. She checked with the front desk people and they confirmed I did indeed have an appointment, then she proceeded to tell me that I was supposed to be sitting in the optical area waiting which is why I wasn't helped yet as if I was to blame for the wait - not realizing or having the awareness that I wasn't told where to sit to wait.
After getting a seat in the optical center, I was then helped by a woman who was helpful and got me started on my new patient paperwork and was informative and let me know what to expect - she was great to work with. I didn't get her name but she was a white woman.
I was then helped by an optical person who was horrible (Hispanic woman). I don't think I've ever had such bad customer service in my life. I was looking for non-prescription Oakley sunglasses for cycling and wanted to use my VSP benefits since I don't need prescription glasses or contacts as I have Lasik done. The office did not have the ones I wanted, so I had written down two different styles to see if I could order it through the office. I wrote down the styles I wanted and also wrote down "Asian fit," since Oakley has that option and I am obviously Asian. As we were looking on the computer at the different options of sunglasses, I asked the woman if she could click on a different pair I was interested in. She flat out in a rude tone said, "No, you can't have those." I asked why and she told me, "You can't have those because you have to have the other ones." I was confused, I thought there was a requirement with the insurance. When I asked for clarification she said (again in an annoyed/rude tone because I questioned her), "You have to have the Asian fit because it's not going to fit on your face." Basically implying that I have to get the Asian fit option because I'm Asian. I then clarified for her that I don't NEED the Asian fit, and that I was interested in the other pair. She then responded that I couldn't have the regular pair AGAIN. I then told her yet AGAIN that I don't necessarily NEED the Asian fit option, that these sunglasses are for cycling and that my helmet helps keep them fitted and I felt like I had to push back because I kept getting denied any other option than the one she felt was required because I am Asian. First time in a customer service experience did I have to defend why I wanted something. Very strange. Only then she finally let me see the other options after I'm sure she could tell I was getting annoyed.
I was (and still am) mortified at the fact that this individual was completely tone deaf, and failed to realize that "Asian fit" is an option and not a requirement because you're Asian. I wear sunglasses and blue light glasses in various brands that don't carry "Asian fit" just fine - I am not sure if she thinks being Asian requires you to only wear one type of glasses/sunglasses. Last time I checked, not all Asian people's noses are too small they can't also wear regular glasses/sunglasses. I wouldn't say she was being discriminating or racist, but I definitely think she needs better training because she can come off that way. What if a man came in wanting woman's glasses? Is she going to deny him too?
Again, I've never had such bad customer service experience in my life. I've never been denied the option to other products or told that I couldn't have something else. What's more disturbing is that after I asked for other options multiple times, I was denied every time in a rude manner and I had to literally defend/explain why I wanted something else. She was trying to tell me what was best for me and my needs and making decisions for me which I think is unacceptable in a job that requires customer service.