Acuity Eye Group - Clairemont's Online Review Report Card

Doctors and most of the staff are accommodating. I cannot say the same for the optical department. I have yet to receive my glasses. It's been a year almost! Glasses were finally ready two months ago. The frame was wrong. I was told it would take two weeks.  Still no glasses. I suggest getting the exam but take your prescription elsewhere. Oh, & when you call...optical department does not answer.

Long wait time of 1 hour even with appointment. What is the point of booking an appointment but have to wait 1 hour? Was asked to rescheduled after waiting an hour. Very upset, wasting my time.

this place is awful omg. I've literally been with acuity since they were west coast eye care, this is the only eye place I've been to since wearing glasses/contacts and that has over 10 years ago, so I'm super bummed to be having to find another place to go and even more bummed to be leaving this review. I don't even live in the area anymore but i still went here since the actual eye doctors are so professional and sweet. i just don't want others wasting their time here bc the front desk/optometrist in front WILL waste your time. Just dont make the same mistake i did by giving them multiple chances

Nice people. Fast and helpful!

definitely THE worst experience I've EVER had purchasing eyeglasses, which at over $600 a pair it's definitely been hard for me to swallow...I am currently on hold on the line with them, possibly the umpteenth time I've had to call them to check on my eyeglasses ordered in November of last year (currently June of 2022). that alone should give u a hint on the kind of service I've received! It's been a tragedy of errors. at first they blamed my insurance co. (i had United Health Care, obviously i dropped them as well, their dental program was a sham, costing more than paying for it by yourself!) they sold me on a pair of chromatic (light reacting lenses) that never performed. when they offered them to me i explained that when u drive usually they don't change, but she said these were different and they would. they didn't and i drove right back to the office and pointed it out to them after the glasses were delivered several weeks late in the first place. they retorted that a mistake had been made in their order and that they would reach out to the lab for correction. that was five months ago. i have made several calls, the girl that just answered the phone had it on record. they seldom call u and tell u there's a problem, a delay, or anything! out of all the times i called-over a half-dozen-, only once did they call me up to update me. i don't want to get personal, because, believe or not, the people were pleasant when i dealt with them in person, but there's more to customer service than a smile...something they have yet to muster! ps, i usually wait until after the business is finished before i slam someone, but with these guys i don't believe it ever will be, so a refund or legal action maybe in the works!

I went in for an eye exam in early November 2021. Glasses were finally in January 17th 2022. Went to pick them up and they were bifocals, supposed to be single vision lens. So they reordered lens and said it would be another 8-10 weeks. Which would have been mid March. Then I moved to Kansas, was told it wouldn't be a problem to ship them to me. After mid April I was no longer able to reach the office or have calls returned when i would leave a voice mail. Their call center had to handle all of my calls and they were great about it. Finally May 25th i was told my glasses were in and was given a UPS tracking number. Today the 1st of June 2022 my glasses are finally picked up after sitting in the office for 2 weeks. They are scheduled for delivery to me June the 6th after being assured by the office that they would be on a 2 day delivery. Like I say , thank you call center for handling so many frustrating phone calls and finally getting the office to handle what they should have months ago. Eight months to get a pair of glasses seems extremely unprofessional to me. I am hoping they are correct when I finally receive them Monday!

I paid for glasses on December 2, 2021. I have called dozens of times. Their voice mail is always full so you cannot leave a message,

I’ve been a patient here for many years and the past three times I’ve had an appointment here I end up waiting at LEAST 30 minutes past my appointment time. What the point of having an appointment if you have to sit in the waiting room anyhow? Also still requiring masks for visitors. Not coming back.

I was in and out of their office fast and everyone was very polite and professional

After my first appt in 2021- all that was forgotten was to get a dr's sig on the prescription before giving it to me, rectified with a faxed sig - I made another appt with the receptionist, and received a text confirmation. When I arrived, I was told (1) my insurance wouldn't cover an exam so soon; (2) the office called and left a voicemail explaining this (I received no voicemail); (3) calls that go directly to voicemail aren't listed under recent calls, so I would have no record of it (they are listed, and always have been); and (4) I could still see the doctor today but I would have to pay out of pocket. I have found that the competence and professionalism of the office staff is often a reflection of those same qualities in the physicians. I will not return here - or to any Acuity Eye Group - after this experience.  At best, it was evidence of gross incompetence. At worst, an obscene example of chicanery to generate revenue.