Business ProfileforEye Care Group of Lancaster

This office provides horrible customer service!! My Husband and I had an appointment on 08/27/21, but my HSA card wasn't working, so I called in 08/28/21 and made the out of pocket payment of $135. I assumed our glasses were then ordered on 08/30/21. Our Children then had their eye Doctor appointment on 09/08/21, but when I asked our glasses weren't back yet, which is fine because it hadn't been 2 week yet. On 09/10/21 I got a call from Morgan who works at the front desk letting me know that our children's glasses were in, but she wanted to let me know that there was an issue with our glasses. Apparently her coworker sent them to the wrong lab, and they were trying to get that lab to send it to the correct lab. I received a call back from Morgan letting me know that she was trying to expedite the process, although the lab told her that it would take 30 days for them to send it to the correct lab. When I went to pick up my kids glasses on 09/10/21 I was told by another employee whose name I believe to be Hailey that the lab was actually sending the glasses out right away to the correct lab and it should only take a few days. The week of 09/13/21 I called to inquire about the status of the glasses, at which point I was told that they couldn't get a hold of the lab as all of the numbers that they had for the lab were disconnected. They also told me that the lab didn't send out the glasses with a tracking number for them to track. By the end of the week, I still didn't have any answers about the glasses as Morgan still said that the numbers on file were disconnected. On 09/20/21 I requested a call from the Doctor as at this point I was very frustrated with the lack of information, but I never received a call back. Per Morgan, they were going to talk to the Doctor to see what else they could do. On 09/21/21 I was told that our glasses would be re-ordered, so I called back on 09/22/21 to see if they had ordered them like they said. Per Hailey, they would be ordered on 09/23/21 because and I quote "that's when we have time". This was very insulting because when you do something wrong, you should fix it instead of giving your patients attitudes and rude responses after inconveniencing them. I then received a call back on 09/24/21 from Morgan stating that both my Husband and I's glasses were on back order. Therefore she called the insurance to cancel the claim so that we could have our benefits back and the Doctor would call the insurance company on Wednesday, 09/29/21 to reverse the credit card payment of $135 that we paid. I again requested that the Doctor call me for the 4th time, and he still hasn't had the decency to give me a call or apologize for the poor customer service that we were provided. So here we are having to find another Eye Doctor as this is the 2nd time they have messed my order up and made me wait, and my glasses are still nowhere to be found. I now have to wait another few weeks to go to another office and another few weeks to order my new glasses as my current glasses are falling apart and being held up by tape. This office was very inconsiderate and rude!