Twin City Optical

where to start?. .. we have been using this lab on and off for the past 7 years to put lenses in our patients frames. The biggest complaint I have with them is their customer service department. I don’t know who trains the department, but the customer service team rarely takes responsibilty for anything. There is very little empathy or true customer care in this place.
Just recently we had to have a lens job redone 5 times and it was pulling teeth to get the customer service department to acknowledge the problem. When we asked the customer service department if they could ‘do something for the patient’ since they kept making the lenses wrong and a job that should have taken less than 1 week to complete took 5 weeks, the department said over and over again that they could do nothing except make the lenses over again. On the 5^th re-​make, I drove 45min to the lab and waited 35min for them to remake the lenses, then drove the lenses back to our office so the patient could finally get her glasses. As I sat in the waiting area waiting for the patient’s lens job to be completed, not one person talked to me, offered me a water or coffee, or offered me some reading material. When the lenses were finally completed, the customer service manager came to me, offered a quick apology and a $ 50 Visa gift card for all the trouble. While the gift card for the patient was appreciated, this should have been offered when we first asked about it and with a little more empathy.
This place has lost all our business and all our respect.