MyEyeDr.
5528 US Hwy 98 N,
Lakeland, FL

What a mess of a practice. My appt was on 5/18. The receptionist was clearly annoyed when I checked in. Had to wait 20 minutes with an appt. The Doctor told me she would give me a trial of contacts for my new prescription (and I paid for a contact fitting). She gave me some upsetting news at the end of the appt and as a result I didn’t immediately realize that I left without my contact trial. I called within the hour to ask about my trial. I was told the doctor will “probably order them or something” and was hung up on. 2 weeks passed and I called again on June 2. Spent 15 minutes on the phone to be told they never ordered the trial, sorry. And that they would order it and it would be in by the end of the following week (by June 12). Didn’t hear a thing from them. Just called again on June 12. She says they have nothing for me for a trial, doesn’t know what I am talking about, and I’ve been on hold for 10 minutes. Dr. Hobbs was very personable and the exam was a good experience. Several members of the office staff just aren’t doing their jobs well. The receptionist was rude and clearly annoyed at every patient. Update - After more than 10 minutes on hold and being told several times that they have nothing for me and no order, she comes back on the line to say they have them now. I went to pick them up and the bag is marked to say they received them on June 9 and that they contacted me the same day. I didn’t receive a single call, text or email (not even spam). I appreciate Vanessa who called and apologized as she seemed sincere, but it took a bad review to get that call. She said she was new so hopefully they will improve the practice with her. Nearly a month to get trial contacts that are very common. How they handled everything doesn’t inspire confidence in the practice.

My visit was wonderful. Staff was friendly and helpful. Doctor Justin B was quick with the exam and precise. I changed glasses for contact lenses and Vanesa was very patient through the process. 100% recommend visiting this office

The optometrist was fine. I hear they all are. The office staff needs to do better. They provided awful customer service with the exception of the lady that finally came to our rescue and took our order/payment. We went to the front desk when we walked in. We explained we had eye exams the day before and need pick out frames and order glasses. They reviewed our benefits with us and pointed to where we could start looking for frames. After 30 minutes we finally found the frames and were then told we had to check in. ??? We were led to believe it wouldn’t be long. 30 minutes later… We stayed because we had worked so hard to find the frames that we wanted. I also figured it would be a good cautionary lesson for my daughters. And to the doctors at their facility, maybe check on your staff and be sure they are representing you as expected.

Edit: I have already reached out to the customer service email below last Thursday and have yet to receive a response or update which tells me that your HQ customer service is as bad as your retail locations. L The eye doctors are fine, the rest of the staff is a complete mess. Terrible customer service, our order was late, they lost my sons frames and just sent back the loose lenses, and awful attitudes all around. Avoid at all costs.

Update from 1 to 4 stars: I did receive a call from their customer relations department WITHOUT requesting one! Simone made an appointment for me and provided a resolution as well. I am hopeful that they are taking reviews into consideration and hopefully providing training and coaching to their staff. Thank you Simone. Previous Review: This used to be my go to place for years.. little by little getting worse over the last two-three years or so. I get emails telling me it's time to book an appointment. Their website always says appointments for all doctors is not available and says to call. You call and they NEVER answer. I should not have to drive and stop in just to make an appointment like I did last year, not sure why I thought this year would be different. Customer service is not their priority. I have officially moved my family to a new provider and won't ever be back.

On a 3 way call with my insurance navigator this office stated they took my insurance. Their nearest appointment was one month away. After waiting one month, it then took 1 1/2 hours before I was sent to the checkout desk only to be told they don’t have a contract with my insurance for contacts. And my prescription was way off! The doctor asked me if I would like elective surgery for cataracts. I went to another eye doctor within a week & he absolutely agreed my prescription should be 350 not 450 & that I do not need cataract surgery at this time. They do not return calls & rarely answer the phone. And when Judy did answer(I was calling for a copy of my prescription) she said I’m printing it now. Goodbye