The line between a good business and a great business becomes clear when things go wrong, and my experience with Dr. Fitzpatrick's was troublesome from the get go... Here is a short version of what happened and why they get five stars despite the mistake. My wife and I went in for eye exams and to pick out new glasses on the 31st of January. First impression of the office is clean, friendly, warm, and in a beautiful location with easy freeway access. The doctor is among the best I have had the pleasure of visiting. He took the time to explain everything as he was doing it, he seemed to be sincerely interested in me as a patient, and as far as San Diego eye doctors go, he is the best I have ever been too. Once the exam was complete I picked out two pairs of frames, one pair of sunglasses and another for general wear, Brenda helped me and she was wonderful. After I made my selection I was told to expect them to arrive in about a week which was perfectly acceptable. Three days later my wife gets a call from Brenda, she tells her that her glasses are ready but there was a problem with my sunglasses, they were on back order and would take longer than I was willing to wait. I was offered the same pair in a different color which actually worked out as I kinda regretted the color I picked, no big deal, I went with the red ones. As promised they arrived in a few days and they were perfect. This is where things got all messed up. Brenda let me know that the other frames I had ordered had been melted by the lab and were not salvageable thus creating an even longer delay. Before i had time to get upset she let me know that a pair of glasses nearly identical to mine had been ordered for me to wear while I waited for the ones I wanted. Being that Dr. Fitzpatrick's office was at the mercy of the lab I understood that this was not their fault but boy oh boy did they step up to the plate. As mentioned I was provided with glasses while mine were being redone, Brenda offered to deliver them to my home because of the trouble, they stood up to the lab and got them to give my wife a free pair of prescription sunglasses for all our troubles, when my chosen frames did arrive Brenda drove them to the lab on her own time to assure they were completed correctly and in a timely manner, and once I did finally get them, they were perfect. Yes, I had some trouble at Dr. Fitzpatrick's office, but when trouble happened his entire staff went miles out of their way to make sure I was taken care of, you'd never get that level of customer service at any ""in about an hour"" place in the mall. As long as I live in North Country, Dr. Fitzpatrick is my eye doctor. If you are looking for an example of what a locally owned family business is supposed to be this is it, go see them, you'll not regret it.
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