Elgin Family EyeCare
165 S Randall Rd,
Elgin, IL

I have been a patient for many, many years. From the moment I walk in and throughout my visit, the individuals at the front desk are always professional and friendly. The person who checked me in was also very helpful in answering any questions I had. Dr. Kennedy has always been professional and kind. He is thorough, patient and takes the time to listen to and answer your questions. At this time, I have no intention of going anywhere else for eye care. I have also had great customer service from everyone at Elgin Family EyeCare. Kudos to the staff.

This used to be such a great place to get glasses, contacts etc. Over the past two years, there have been so many things that are concerning. One, if you don't call back to confirm your appointment, it will be cancelled. Two, if you do confirm and arrive early or on time, you're still guaranteed to wait 30-45 minutes before being seen. Once seen, I had to wait three separate times before there was someone who was available to order eyeglasses before the store closed and they couldn't put orders in anymore. My son's glasses had to be sent back three times because the right lenses weren't ordered for the frames, my husband just cancelled his order for having the prescription so far off that he couldn't see. He told the office this and they told him it would get better with time. He was in there and couldn't see and he took them to try to drive and said he got to the corner to turn on to Randall. He put his old glasses back on and took them back to get a refund. I ordered glasses at the end of March. I was told 8 to 10 business days, maybe 2 weeks. I have been waiting almost a month and a half with the message that they're either going to be there in a day or two and they'll call or two that they're being expedited and they'll arrive in a day or two and they'll call. No glasses, no calls. Horrific on so many levels.

The front desk staff is absolutely useless. I had an appt last week, due to Covid I called as soon as they opened and was on hold twice for over 10 mins. One call rescheduled on hold for 20 girl on phone stated they were busy. Explained I had to cancel my appt due to covid. Today I had an appt for 9am, I wrote down my appt time and thought it was at 9:30-10 I called again, 9am and was on hold for several mins. I finally get in touch with the same girl at 9:16 and she stated they can take me at 9:30 I did advise her I will be there in a few mins and will be late. I arrived 14 mins after 9:30 and she told me they have a 10 min grace period… why wasn’t this told on the phone? Then I get a notification today at almost 11am stating my appointment is at 9. Not only is their system crap but so is the basic customer service front desk. I got so fed up I didn’t even want to rebook an appt again. Front desk should advise if there is a grace period!! Typically places will tell you 10 mins grace period or so I even tried to call again when I noticed I was 7 mins late and no answer. Why offer to book me an appt for 9:30 at 9:16 and not let me know of the grace period in advance?

This place charges WAY too much for glasses that break within 14 months (just outside of their scammy 'protection plan' timeframe!). I was out over $1k for one pair of glasses and exam, only to have them take 45 minutes to even notice me sitting at the repair desk, before finally telling me they were unfixable and out of warranty. Oh, and if you go here, be prepared to be upsold on EVERYTHING. They miss no chance to sell you more crap/exams that you don't need. The optometrist wears nice, expensive Italian leather shoes, though.... Go literally anywhere else. You'll thank me.

I recently had an urgent situation and needed to see Dr. Kennedy. The staff and Dr. Kennedy were professional, knowledgeable, accommodating, and thorough throughout my appointment. Being a long-time patient for over 25 years, and seeing him annually, I completely trust Dr. Kennedy with my eye health and appreciate the wonderful staff. Eyewear selection is always current and plentiful, adjustments and fit are excellent, and I know I can come in for additional adjustments as needed, and I have. I enthusiastically recommend Elgin Family EyeCare and Dr. Kennedy!

The staff are all great - very helpful and kind. They seem interested in preventative care as well, with the exam that takes an image of the back of the eye. Never had that done before at any other eye doctor, but it was informative and interesting. Dr Kennedy made me feel comfortable and answered all my questions, even did a quick follow up exam after putting in my new contacts to ensure I had the correct prescription. Great experience!