I joined citysearch just so I could write this review and warn people about Graf Optical.
I went there to get my eyes examed and order a pair of contacts. Graf Optical has by far the worst customer service I have had from any company. I should have noticed the red flags while waiting in the lobby for half an hour past my 10:00 AM appointment. In that time I saw one customer leave because he was unhappy with the glasses selection, and heard another customer call up on the phone and demand a refund. (They wouldn't give one.)
Once I finally got into the exam, it was delayed again while one of their machines malfunctioned. I finally saw the doctor, and he rushed through the exam as quickly as possible. Any questions I had were answered with abrupt responses.
After the exam, I asked if he could check my current glasses for prescription strength, as I wanted to see how much it had changed. He told me a technian could do that, and then went to talk to the receptionist. He came back, and told me to go see someone else for the billing/ordering. I asked about checking the current glasses again, and he said the bulb for the machine had burned out and they didn't have any backups.
So... then I met with billing guy. He told me my insurance paid for the exam, but I had to pay for the contacts. He rang up the order, and then some other guy told him that I was supposed to pay for the lens fitting too. It took them about 20 minutes to figure out how to get the order in their system. I was there for over two hours just for an updated eye exam and to order contacts.
In the end, they charged $349 just for the eye exam and lens fitting! My eyes are fairly typical, so there wasn't anything extra with that rate.
They told me they'd have the lens in about 3-4 days, and they'd give me a call when they were available. No call.
Over the next seven weeks, I'd call every few days to check on the order. Every time, it was a different excuse. One time they told me it was just shipped, the next time they told me they were waiting for the order to be placed. Another time the guy blamed the person who does the accounting. Another time they told me ""We need to figure out where the hell your contacts are."" A different time, they said lost their credit card and had billing problems because of. One other time they said they had a bunch of customers calling them up wondering where their orders were, and they didn't know what the issue was.
Every time I said I wanted to just cancel my order and get my money back, they'd respond with a ""We have a no refund policy. Our system won't even let us do that."" Never mind that I never even had the contacts in hand after seven weeks.
Eventually the promised to order me an extra set of contacts for free as compensation for my problems. A week later they said they finally had them in stock.
After seven weeks of dealing with Graf Optical, I was joyful to finally get my contacts and be done with them. I arrived at the store to pick them. Oh, they only had them in stock for one eye. Contacts for the other eye is on back order.
They'll let me know when they are available. Yeah, right.
more