EYEcenter Optometric - Gold River, California

Justine S.

My experience with my actual appointment was great. Friendly staff and helpful. Doctor was nice and answered questions and gave advice.

When looking through glasses, I was a bit disappointed with the selection. Not many frames that I felt fit my personal style/face structure. But I was informed by the gentleman helping me that glasses might come in other colors and to ask him if I found a frame that I liked but wanted another color. I found a frame I loved on me, only issue was I didn’t want the pink color it came in. I am a plain Jane and just wanted black frames. I asked if this frame could be ordered in a black shade, which he informed me it could. I was excited, ordered my glasses and waited the 2 weeks that was projected for my glasses to be made. At just over 2 weeks, I called this location to get an update on my order. All the lady who answered my call could tell me was that it was still processing and she couldn’t provide further information. She told me to call back a week later if my glasses still didn’t arrive. I waited another week, still no call. I called again after 3 weeks of waiting. A gentleman assisted with my call, stating he was going to “submit a ticket” to the lab to get an update on my glasses. I was told by him to expect a phone call before the end of the day. I waited patiently for him to call me back with more information, just to receive nothing. No call, no email, just no correspondence at all regarding the product I spent money on. I waited 2 more days before calling again, giving him the benefit of the doubt that he’d call me the next business day. Again, I was told I’d receive a call back later in the day. Very frustrating. I was beginning to lose hope when I finally received a phone call that afternoon from the manager of the location. Come to find out they are unable to order glasses that are in different colors if they don’t have those colors available in their display, so my order hasn’t even been started. I began to question to myself, how long would it have gone before I found out this information before they reached out? I had to call 3 times, speak to 3 different individuals just to find out what is going on with the glasses I purchased. As a customer who spent my hard earned money on a product that I need, I would appreciate better communication than that.

The manager did try to salvage this bad situation by offering to have me come in again for them to help me find another pair of glasses to order, but by this point I was done. I did not have the confidence that I would get a new pair of glasses
in a timely manner a second time around. So I politely declined and informed them that I would like to take my prescription and take my business elsewhere. They returned my money to my card while on the phone with me and sent me my prescription. I will not be returning to this location. I wish this experience was better after my initial appointment. I hope others have a better experience than i did.

Rose P.

Dr. Coen made me feel comfortable and explained the retinal image and answered my questions. The office is clean. Staff is friendly. The eyeglasses selection is good. I will be picking up my first pair soon. Ordering a second pair in about 2 months.

Terry B.

We are from Ohio on vacation to see family and go to a wedding. We just got here when my son broke the nose pad on his glasses so it made wearing them very uncomfortable. We went in right when they opened without an appointment and they graciously replaced it. It took 5 minutes. They were so nice and helpful. Thanks for helping and making our vacation enjoyable.

Arthur R.

I had a very disappointing experience. Being unfamiliar with the area, I relied on Google Maps, which directed me to a different location with the same address. After realizing the mistake, I called to confirm their correct location and arrived within 13 minutes. Unfortunately, Dr. Coen did not want to see me because he was going to go to lunch.

Don't go to this location.

Pamela J.

Staff from beginning to end were very professional and kind. Doctor was awesome. Eyeglass selection was easy. Thank you all for a great experience!

Jennifer C.

Pros: good communication and reminders about upcoming appointments. Friendly staff.
Cons: offices need a good cleaning. Things look dated and were dusty. Cabinet drawers were very dirty in the exam room.
It was unclear how to get into the office without walking up a lot of stairs. There was a disabled sign that requires you to buzz in and then open a very large gate into the parking garage. I assume there was an elevator somewhere. I have torn meniscus and walking up and down that many stairs was not good. This place is not ADA friendly and possibly not compliant.
Asked the doc about my dry eye treatment and he offered no feedback. ‘Just comes with age’
Poor selection of frames starting at $200. (I needed two pair) ! Ordered online from about a million choices and my glasses were $89.

Janeice S.

No stars. They lost a pair of my husband's glasses and have still not called us back. It's been weeks. We brought it up when we picked up one of the pairs and they said they would take care of it. Still waiting.

Lisa A.

Dr. Cohen and all the staff are great. Little pricey but the customer service is fantastic.