I have been going there for a few years. It total I have purchased 6 pairs of glasses with them and spent about $3000 total just on eye wear alone. The sad thing is that two different times they have ordered me the wrong frames.
This last time, the technician ordered me the wrong color and design of frame, I let him know it was wrong and he was extremely unresponsive. I had attended a demo show at the store and bought three hi end frames being displayed. The styles were limited so I asked the technician to call the vendor back directly and send over a couple of photos of the demos so I could choose the correct one. He suggested I go online and find ones they might be able to call in and have me drive back to see. I let him know that I help manage a company and that taking time of work to repeatedly come back and look at frames during week days wasn't a really good option.
The technician didn't want to help me find the correct frames I originally ordered. He suggested I take time off during a work day to come and meet with the glass rep. on Friday. Again, I explained leaving work during a workday, for a third visit to them for the same thing was not really effective for me and that if he could just take some photos and text or email them to me, I could verify the frame style from this. He was not willing to help me at all and suggested I just take a credit on my account to use at a later time.
When I requested they release my medical records to me, the practice sent me an email referring to my medical records being attached, but actually sent no attachment. I followed up with two emails back over 5 days requesting they send the attachment, but no one ever responded.
The front office staff has always been amazing, it just seems the guys running the glass frame ands contact ordering portion of the business are quite lacking in their customer service and follow through.