Custom Eyes of Albany in Albany, Oregon

I was really looking forward to working with Custom Eyes due to their high reviews. Unfortunately, I was really let down. Depending on who I talked to on the phone, I would get different service. Some staff members were incredibly friendly, others not so much. I was told they would need to send in an authorization form to my healthcare provider in order to get pre-approval for me to be seen. They took down all of my information and told me it should take about 14 days. They told me to call in around that time if I had not heard from them. I called at the two week mark, and was told they still had not heard back. I called a week later, and was told once again they were not sure of the status. The next time I called they took down my name and number and told me that they would check on the status and get back to me promptly. I hadn't heard back from them so I called them right before closing. The lady who answered, Mandy, said that they were very busy that day, but she still had my information and promised to call me first thing the next morning. Two days later I still had not heard from her. I decided to call my health network to figure out the status on my own. When I got a hold of my health network, they let me know they never received an authorization request. At this point they suggested another eye clinic. As soon as I called the other eye clinic, they were able to make me an appointment right away. I decided to call Custom Eyes just to let them know about my experience, and I was immediately transferred to who I think is the manager, Mandy. Mandy insisted that she had spoken with someone two days ago with my health network, who said that they were backed up and dealing with other issues (If that was the case, I wondered why she didn't call to update me as promised). Considering I had already spoken with my healthcare provider, and they explained to me that they had not received an authorization request, and that it would take no more than 14 days guaranteed, I truly feel like she was lying to me and making excuses. To which is very unfortunate. I have now wasted a month of my time, but I am very happy that another eye clinic was able to accommodate me so quickly. I hope this review can save somebody else the same stress I suffered.

This office has the best costumer service. My whole family goes to this office and we love it. They're very patient with my littles and they have a great selection of frames. Dr. Estes is very kind and the office ladies are awesome. If I could give this office ten stars I would!