Business ProfileforLougheed Town Centre Optical & Optometry

My experience was not professional, clear, or friendly with Lougheed Town Centre Optical. From the initial contact by phone with the receptionist, I was received with a lot of impatience over the phone. It felt very rushed and unclear. I managed to get my appointment for an eye exam and then when I went to their office I was greeted again with the same impatience. They also were irritated by me that I didn't bring my own case and contact solution to put my contacts in. I was not informed that I had to bring my own case over the phone, and at my previous eye doctor's they always provided the case and solution. My next issue was with the eye doctor himself. Dr. G***** got diagnosed my eye prescription incorrectly after I went to another eye doctor for a second opinion due to not being able to see the lecture board at school where I normally sit. He was also very sales pushy. He said they could get me trial contacts for my new prescription as long as I signed up for their yearly subscription to receive contacts from them. I have never before been charged for trial contacts. I felt very skeptical of them and their business so I left after paying for my exam. I bought new contacts based on their prescription recommendation, which did not work for me, and then found a different eye doctor to get a second opinion from. Dr. G***** and his staff did not establish trust with me, I felt like just a number they wanted to get more sales out of and would not recommend their services.

Hi **** *****, thank you for your feedback. We apologize for not meeting your expectations, and that your experience in booking an appointment and coming in for your appointment did not feel welcome. To clarify, a contact lens fitting is not part of a comprehensive eye exam. The exam that you were scheduled for was for a spectacle prescription as well as to evaluate your eye health. At the end of the exam, Dr. G***** mentioned he had found a different spectacle prescription for you and demonstrated to you that you could see the 20/20 line on the visual acuity chart with the new prescription. As per standard practice, there is usually a fee for a contact lens fitting. However, if a patient considers buying a year’s supply of contact lenses, then we waive the fitting fee, but do ask for a deposit on trial contact lenses, which is later deducted from the full purchase price of the year’s supply, if the patient chooses to buy them. This was offered to you. We also advised, that if you wanted to purchase contact lenses elsewhere, to then ask the clinic of your choice for an assessment to determine your contact lens prescription, which may differ from your spectacle prescription. I believe our explanation to you about a full year’s supply of contact lenses was miscommunicated and was therefore misunderstood as a yearly subscription. In our 25 years of business, we have never had any of our patients sign on for a yearly subscription of contact lenses, nor do we do have any sort of subscription service. We sincerely apologize for the misunderstanding. You then called us and advised us that you could not see with your new contact lenses, which were not obtained from us. Had Dr. G*****’s advice to get an assessment fitting been followed from the clinic you purchased your contact lenses at, then your correct contact lens prescription would have been determined. Dr. G***** returned your call, briefly spoke with you and advised you to come in for a re-examination. You responded saying that you were in class and would call back. We never heard back from you. Dr. G***** then attempted to call you again and left a voicemail requesting you to schedule an appointment for a re-examination to assist you further. If you choose to contact the office to resolve the issue, we would be happy to assist you. We are committed to always serving our patients with the utmost care and service.