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Original Comment So dissatisfied with the General Manager Jamine Wilson from Garden City Visionworks, her lack of compassion, empathy and accountability is unacceptable. I was at the Davis Visionworks with my son yesterday 2/7/23 to pick up glasses and his first time contacts. His appointment was on 1/17/23 and he was told his glasses would be ready by 1/31/23 and we would be notified via sms or email. After not receiving either message, I started calling the Visionworks on 2/2/23 at 10:38am I was left on hold waiting for a customer representative for 28 minutes. I could no longer wait and decided to try earlier the next day 2/3/23, I called at 8:37 am and again was on hold this time over 35 minutes. I gave up and waited to try Monday when I was off and had more time to hold on. I called Monday 2/7/23 and this time I got a customer service representative from the call center not the actual store. I explained I was told I needed an appointment for first time contact users before picking up my glasses and contacts with my son. The representative I think he said his name was Eric and he tried to reach someone on the phone twice from the Garden City location. After several minutes he had no luck as well. This is so unacceptable that no matter what time you call no one answers. So on Tuesday 2/8/23 after leaving my job in Bethpage and picking up my son in Farmingdale from college, I immediately headed to Davis Visionworks in Garden City arriving 5:07pm. I checked in with the clerk at the desk, and explained I tried to make an appointment with no luck many times. I expressed no one answers the phone, his reply was yes well we get busy at times. I waited to retrieve the glasses and contacts stating I work 6 days a week and have very limited time. I explained I want to pick up both the glasses and contacts even if I must come back for an appointment for the first time contact users. He at no time stated that's impossible, just said someone would be with you. After waiting about 15 minutes I noticed several people come in after me and retrieve their glasses and leave. I decided to ask the optician who took order and explained my situation. She explained to me that the woman who conducts the class for 1st time contact lenses wearer is out the rest of the week. I asked doesn't someone else conduct the class when she is absent? She immediately walked over to Ms. Jamine Wilson as her name tag stated, and she said no one can help me today. When I asked does anyone else conduct the contact lenses training she said she was licensed to do it but will not be helping me today because she is about to leave. This was 5:38pm so I guess her clock out time would have been 6pm. That was actually plenty of time to watch my son take out and put in his contacts. I asked her where is the policy in writing that shows he must take a contact lenses class before obtaining the contacts my insurance paid for 6 months. I was changed the 6 month contact fee and refused the product. She stated &quot; she did not know where it was in writing but she only needed to make sure he could take out the lenses on his own. To accept payment for a product from my insurance company and with hold the product from me is wrong. I am going to alert the NYS Insurance company of your polices and practices. She continued to make an appointment for me to come back on Thursday 2/9/23 at 5:30pm for the class, refusing me the product that was paid for. Ms. Jamine Wilson told my son who already has massive anxiety and subject to panic attacks to watch a you tube video on contact lenses insertion before he comes. You cannot tell me this is proper protocol. I am suggesting as a manager for the entire Nassau County area at my job that additional training is needed for your staff. Please teach them compassion and understanding for customers.<br /> Please email me that this was received and the matter will be addressed in the near future. I will no longer recommend this office to family or friends due to lack of customer service satisfaction. It's a shame it has to come to this, because I have used this office for the last 32 years. This bad customer service is totally not what a large company should have to represent them.<br /> This email will be followed by a formal letter to the corporate office.

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