Complaint Review: Stanton Optical

I wanted to share my recent experience at my local Stanton Optical location

in Augusta, Ga. I called Saturday morning, August 8th, before the facility

opened at 9 and left a message that I would like an exam of my left eye

because my daughter scratched it and I was having discomfort. By noon I had

no return call, so I phoned again and spoke with a very professional,

helpful man named Evan who was able to schedule me an appointment that day

at 5:30 pm. I explained that my chief complaint was the scratch on my eye,

but that if possible I would also like an exam for glasses and contacts.

I arrived at 5:15 and signed in. I was greeted courteously by a woman at the

front desk who assisted with checking me in and handling my insurance info.

I was taken to the back to get measurements and the puff of air, where I

again explained that I was having trouble opening my eye because of the

scratch. She immediately went to get the Doctor to examine me but he had

left for the day. I was very disappointed that I never even got to see or

speak to a doctor. The front desk staff offered to schedule me an

appointment for the following day, but I had already waited all day in

discomfort for the appointment, as well as arranged for childcare so that I

could be examined at 5:30.

I asked to speak to an office manager to try to figure out what happened. I observed the girl

from the front desk approach the manager who was conversing with a female friend. They  

spoke for several minutes, presumably about what had happened. I watched for a few minutes

as the manager and friend glanced over their shoulder a few times at me.

Eventually I walked over just in time to hear he and his female friend crack

a joke about getting off work that night so that he could enjoy a glass of

wine. I was appalled that he would stand there and slam a patient who was

waiting to speak to him. I voiced my disappointment to him and told him that

I was not interested in returning the following day as the customer service

that I had received was sub-par. He stated that he was sorry I felt that

way, he disagreed, then he opened the door in a gesture for me to leave.

This was the rudest I have ever been treated by a manager in any

establishment in my life. I asked for his name and he refused to give it to

me, choosing instead to stand outside while holding the door open. I went

back to the front desk and learned that his name is Doug. On the way out I

told him that I was going to call customer service and tell them about the

way I was treated, he replied that I shouldn't worry about it as he was

going to call himself.

I cannot believe that I was treated so poorly by this

manager Doug. Even the girl at the front desk had enough customer service

training and sense to apologize for the doctor leaving early and attempt to

resolve the issue by rescheduling the exam. I wanted to share my

experience and let the customer service department know how  disappointed I

was. Augusta is a big area, there are other choices for optical needs

besides Stanton. I will never return to another Stanton Optical.