New Era Eyecare-Ballston is the worst customer experience I've ever had. I have never worked with a more incompetent front office, or one that provided as little information to the customer--it's amazing that after waiting literally two months on my order, Ballston has never once called me. I always have to call them for updates.
Yesterday 7/20/21 was two months since I placed an order for glasses with New Era Eyecare in Ballston. I paid $575 and have still not received the order. Below summarizes the terrible quality of service:
--Two weeks after the order, I called for an update. I believe the Ballston Office never placed my order, since they called me back with excuses that the laboratory had been calling the wrong number. They said they had rushed the order but with a thicker glass. I called back and said that I had not authorized thicker glass, and beyond that, my receipt detailed 1.74 hi-index plastic, so they would be delivering a product I hadn't specifically paid for. They agreed to cancel the thicker glass order, re-submit with 1.74. I called the next day to confirm this had happened.
--Two weeks later, I called again--they had received an order, but had not opened the envelope. When they opened the envelope, they discovered the glass was partially cut. At this point, they urged me to cancel my order since they'd have to go to another lab. I said they should go to another lab, as the glasses provider they should figure out how to source all of their orders, even high prescriptions, plus I'd already wasted the time and they still had my money. Then they said they had found a lab that could do it, it would be a rush order, and again it would take two more weeks.
--I called again (I always have to initiate communication). They said the order was going to be a little late for the 4th of July, but hopefully would be delivered by the end of the week. I said they should call the lab and call me back. That did not happen.
--Now it is two weeks after the 4th of July, and two months after the initial order. Again I have to initiate contact with the Ballston New Era Eyecare front office, they think it might be yet another week.
Why are they not calling the lab every day? Why are they not calling me? Why are they not concerned that they took $575 of my money two months ago and have not delivered a product?
Beyond gross incompetence in the Ballston New Era Eyecare Front Office, I'm beginning to wonder whether this is outright fraud. I already had concerns when--without contacting me--the Ballston office authorized the first lab to change the conditions of my order to a thicker glass. That is fraudulent--imagine if, for the price of the thinnest glass 1.74, they had handed me a cheaper, thicker glass product. That's not ethical, and it is a breach of contract.
They said, "We said your prescription would be hard to fill"--so your corporate marketing is "New Era Eyecare: We Only Do Easy Stuff"? I'm sure Corporate would want them to say they can handle anything.
This has been a terrible experience at every turn, Unfortunately, I did like Dr. Spelke--but now I cannot trust that this office could pull off even the most basic of orders. I walked in there yesterday to get all of my records, since I'll never be using their services again--and they only gave me Dr. Spelke's glasses prescription, not the contacts prescription. This is despite the fact that my insurance was fully billed for a contact fitting, glasses, etc. So now I'm going to have to yet again call this front office--either they need to deliver the records, or my insurance needs a refund so that I can go somewhere else. I can't wait to never work with this incompetent front office again, and it's such a shame that they have my records / bought out Dr. MacDonald--she was really great.