Primary Eye Care
4631 Wyandotte St,
Kansas City, MO

I have been with this practice for 15 years and loved the care and service I have received. I now bring 2 of my 3 kids here . The past 5 weeks have been the worst service I have ever received by not only a medical /eye doctors office but customer service period . Things like being put on hold for 15-20 minutes at a time , returning promised phone calls 6 hours later , not informing me my sons frames (not lenses just frames I could have walked into a store and bought same day) were back ordered but instead let me call for 5 weeks asking about them! Final straw was locking the door by 10:09 on Saturday when my daughter appointment was at 10:00 . We tried calling multiple times and knocking on the door .. the lights were on and they were in there but no answer to either .

My whole family loved the eye doctor and gave us very good service at first. Then after the initiation service was done. The next visits were horrible. The doctor got really arrogant and I waited over a month for my glasses. They told me the place they send them were having bad weather and it was on back order. Since then I have been going somewhere else.

I feel like the service I received at first was amazing (as a new customer to draw me in), but being with them for 2 consecutive years, I have never felt more frustrated with my care. First of all, my contact prescription took 5 MONTHS to receive. I had to keep calling to see what was going on, and the customer service was terrible. They kept me in the dark with a vague timeline, blaming the long wait time on the high dosage of my contacts (saying that because I have such a high dosage, it will take longer to customize). It turns out, there was a clerical error made by the secretary where the order was not even placed correctly in the first place. I did not even receive an apology for it, and they still made me feel like I was nagging them every time I called. During the the entire 5 months I waited for my contacts, I lived in absolute discomfort, straining my eyes to see everything with constant headaches. They did not seem to care. I am very nearsighted so having the correct prescription is extremely important to me. The most angering part of this story is that when my contacts finally did come in, my left eye dosage was wrong- it was overcorrected on my initial exam. When I told Dr. Gosnell this, he seemed annoyed and gave some run around answer for how not every prescription will be perfect- again blaming it on my high dosage. I was so tired of arguing with them so I just went to a different eye doctor after EXTENSIVE researching and reviews. My prescription with my new doctor is now perfect. I did a new exam from scratch, and I received my new pair of contacts in TWO WEEKS. There is absolutely no reason my contacts should have taken 5 months to come at primary eye care, and I'm absolutely livid that they put all the blame on me and made me feel like I would have to live with this type of inconvenience and discomfort my entire life. Please. Save your time and money, do not go here. I created a google account just so I could warn other people. Also, my mom was also a former customer. She had bought a year supply of contacts (that also took 1-2 months to get in), and paid for 2 extra pairs at $30 each in case of emergency back ups. After her eye examination, she did not have any contacts available so they gave her a pair of the "not for individual resale" trial contacts they keep in the back. After the 1-2 months it took to finally get her contact order in, they had sent her only 1 extra pair of contacts. Why? Because they charged the trial pair as a $30 pair. I have never in my life had an eye doctor charge for the trial "not for individual resale" pair of contacts they keep in storage. Pretty self explanatory. I am absolutely livid at the extreme lack of customer service and utter rudeness of the entire staff here.