Franklin Family Eyecare Reviews Summary

Customer Service

Pros:

• "From the reception desk, to the innovative virtual reality eye test, I felt very welcomed and comforted here during my ENTIRE appointment."
• "The Doctor and her Support Staff were very eloquent and courteous in making my visit a memorable experience."
• "The staff was very kind and friendly."
• "As always the staff at Franklin Family Eyecare is amazing."
• "Very friendly staff and covid compliant too."
• "The staff is always friendly and they were exceptionally patient with me the first time I switched to contact lenses."
• "Every member of the team exemplifies professionalism and kindness."

Cons:

• "Update 2/19/21 still no contact from the office and my glasses aren’t ready yet from my appt on 12/23/20."
• "Not sure I’m coming back."
• "I don't know if they will be responsible to reimburse the money back to me. I hope they do because it's a medical negligence."
• "The secretary first seemed confused... she finally said, 'oh I have it in front of me on the computer but can't give it to you.'"
• "Really good doctor, but I been waiting for my eyeglasses for more that a month, I call them and they said they were going to call me back and they never did."
• "The office never called me to provide an update after me leaving messages for a status update."
• "No email, no calls, no texts, no communication at all."

Quality of Care

Pros:

• "She explained everything to me step by step throughout her thorough examination."
• "They helped me tackle this. Both Kayla and Dr Canuto exemplified great patience and pointed out exactly where I was going wrong."
• "Cassandra is absolutely amazing."
• "Dr. Josephine's commitment to thoroughness is unparalleled."
• "Dr Ngong really explains with pictures and great detail what’s wrong within your eyes."
• "Dr Josephine is kind and very informative."
• "Dr. Josephine Ngong-Tawe and staff are both friendly and knowledgeable."

Cons:

• "DO NOT GO HERE IF YOU USE ACUVUE 2. They are denying me my usual Acuvue 2 brand."
• "BUT I NEVER MET HER. She wasn’t my optometrist."
• "The prescription she gave to me is -.50 for both eyes compare to my old prescription which is ridiculous."
• "Trying to manipulate you into thinking your insurance doesn’t fully cover the eye exam."
• "I didn’t even know if I needed the astigmatism correction."
• "When I called and asked for a copy of my PD measurements they refused to give them to me."
• "This is nonsense. I went for a prescription but after the exam she gave me a copy of the note not even the prescription."

Product and Services

Pros:

• "Happy to note that the facility is loaded with the most Advanced and up to date Testing Devices."
• "There is a vast selection of eye glassware. And very reasonably priced."
• "Their services and prices of glasses were affordable, and they sat down and went through everything with each patient."
• "The process of booking an appointment and registering prior to the appointment is super easy and quick."
• "You will be welcomed with a smile and leave with a smile!"
• "They really work to make sure you can take full advantage of your insurance to cover costs."
• "They have good collection of frames and was very helpful in listening to my needs."

Cons:

• "1st UPS lost my glasses that were ordered on 11/18/21. It took until January 4, 2022 to finally get them."
• "They told my son and I we're getting 1 year's of contacts, when we picked it up, they said no, it's only for 6 months."
• "They use scheming sales tactics."
• "They damaged my Expensive Glasses and refused to fix it or reimburse me."
• "Visited for an eye exam on 08/10, and ordered glasses which should scheduled for pick up within 10 to 14 business days(today it’s 09/16 (37th business day ) and no update."
• "Avoid for contact lenses - Dr. Josephine is a good Doctor but the billing team in the office overcharges you."
• "Overall, my visit felt rushed and pressured to buy products."